Senior Automotive CRM & Customer Experience Executive

PHS AUTOHAUS SDN BHD; Puchong; On-site; MYR 56,000 - 89,000; Full time

Job summary

PHS Autohaus is seeking a Senior Executive Customer Relationship Management to drive customer retention for the Volkswagen & Audi dealership portfolio. The role emphasizes data-driven CRM, CEM, and loyalty initiatives across sales and aftersales.

You will analyse customer databases, manage leads, and plan profiling for strategic activations while coordinating across departments to maximise satisfaction and repurchase potential.

Qualifications

• Experience in CRM, CEM and client account management.
• Ability to measure and analyse KPIs.
• Minimum 2 years in Automotive or related Sales management.
• Knowledge in dealer CRM and CEM is an advantage.

Responsibilities

• Maintain, extract and analyse the customer database.
• Manage and monitor leads from sales and aftersales to maximise conversion.
• Prepare customer profiling for activations, demographics and geography.
• Conduct customer engagement and loyalty programs.
• Initiate private sales and aftersales events.
• Attend to customer complaints and courtesy car management.
• Initiate Sales & Aftersales collaboration for retention and repurchase.
• Enhance all customer touch points including showroom and service reception.
• Manage Customer Experience Management (CEM) for sales and aftersales, including Google reviews.

Skills

CRM

CEM

Client account mgmt

KPIs

Education

Degree in Business Administration

Job description

PHS Autohaus is seeking a Senior Executive Customer Relationship Management to drive customer retention for the Volkswagen & Audi dealership portfolio. The role emphasizes data-driven CRM, CEM, and loyalty initiatives across sales and aftersales.

You will analyse customer databases, manage leads, and plan profiling for strategic activations while coordinating across departments to maximise satisfaction and repurchase potential.