Social Media Director à Émirats arabes unis

The Senior CRM Specialist is responsible for overseeing the CRM system, managing customer data, and optimizing customer interactions to enhance customer satisfaction and drive sales. They play a crucial role in leveraging technology to improve customer relationships, track leads, and analyze customer behavior to inform marketing and sales strategies.

Duties and Responsibilities:

CRM System Management:

• Oversee the CRM software, ensuring it is up-to-date, properly configured, and utilized effectively by the sales and marketing teams.
• Customize the CRM system to meet the specific needs of the dealership, creating workflows, templates, and reports as required.
• Provide training and support to staff to ensure proper usage of the CRM tools and features.

Data Management:

• Manage and maintain customer databases, ensuring accuracy, completeness, and data security.
• Regularly update customer records, including contact information, purchase history, and preferences.
• Cleanse and segment data for targeted marketing campaigns and personalized communication.

Lead Management:

• Track and manage leads generated through various sources, such as website inquiries, walk-ins, and phone calls.
• Distribute leads to the appropriate sales consultants and monitor follow-up activities.
• Analyze lead conversion rates and implement strategies to improve lead-to-sale conversions.

Customer Engagement:

• Develop and implement customer engagement strategies, including email campaigns, newsletters, and follow-up communications.
• Monitor customer interactions and responses to tailor future communications and offers.
• Implement customer feedback mechanisms and surveys to gauge satisfaction levels and gather insights.

Performance Analysis:

• Utilize CRM analytics to assess customer behavior, preferences, and buying patterns.
• Generate reports and dashboards to analyze sales performance, customer interactions, and marketing campaign effectiveness.
• Provide actionable insights and recommendations to improve sales and customer engagement strategies.

Integration and Collaboration:

• Collaborate with sales, marketing, and other departments to ensure seamless integration of CRM data into various business processes.
• Integrate CRM with other tools and systems used by the dealership, such as Dealer Management System, etc.

Training and Support:

• Conduct training sessions for staff on CRM usage, best practices, and data management protocols.
• Provide ongoing support and troubleshoot issues related to CRM usage.

Compliance and Data Security:

• Ensure compliance with data protection regulations and dealership policies related to customer data.
• Implement measures to safeguard customer information and prevent data breaches.

Customer Complaints Resolution:

• Act as a liaison between the dealership and customers to address and resolve customer complaints effectively and in a timely manner.
• Monitor complaint trends to identify recurring issues and recommend improvements to processes and customer interaction strategies.

Customer Survey Management:

• Design, implement, and manage customer satisfaction surveys to collect feedback on services and experiences.
• Analyze survey data to identify areas of improvement and contribute to the development of customer-centric initiatives.

Events Management

• Assist other departments in coordinating the invitation process, utilizing the dedicated system / application to monitor RSVP responses and attendee counts
• Ensure accurate attendee data is recorded for each event, reflecting it in the company and manufacturer systems and preparing post-event reports
• Monitor and support assignment of leads or required follow-ups post-event

Factory CRM

• Create & maintain data in Lamborghini Key, related to customer accounts, marketing campaigns, opportunities / leads
• Review & analyze Customer Satisfaction Surveys (CSS) conducted by factory for both sales and aftersales customers
• Manage customer complaint “cases” sent by factory
• Liaise with factory for any other CRM related matter, in line with company direction