Senior Executive Customer Relationship Management

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

Senior Executive Customer Relationship Management

The Customer Retention Management (CRM) assume responsibility for the Company's customer retention activities with particular emphasis on the Volkswagen & Audi dealership portfolio. This include to ensure that communications and processes increase overall service volume and customer retention rates whilst maintaining the Company's high standard of customer satisfaction.

Key responsibilities

Maintain, extract and analyse the existing and new customer database

Manage and monitor leads management - from sales and aftersales to ensure conversion are maximised

Prepare customer profiling for strategic activations, customer demographics and geographical spread

Conduct customer engagement and loyalty programs

Initiate private sales and aftersales events

Attend to customer complaints and courtesy car management

Initiate Sales & Aftersales collaboration actions for customer retention and car repurchase

Continuously provide enhancement of all customer touch points eg showroom, roadshows, service reception, customer lounge

Manage and monitor Customer Experience Management (CEM) for sales and aftersales, including Google reviews

About you

Degree in Business Administration or an equivalent combination of education and/or experience

Experience in CRM, CEM and client account management

Ability to measure and analyse key performance indicators

Minimum 2 years working experience in Automotive or related Sales management areas

Possesses knowledge and experience in dealer CRM and CEM will be an added advantage

Excellent communication skills across all levels of organization

Independent and results-driven with strong presentation/negotiation skills and strong business acumen

PHS Autohaus is the Malaysian retail arm of Porsche Holding Salzburg (PHS), one of the largest and most successful automotive distributors in Europe. We commenced operations at Volkswagen Puchong 4S Centre on the 2nd of May 2019.

PHS Autohaus is the Malaysian retail arm of Porsche Holding Salzburg (PHS), one of the largest and most successful automotive distributors in Europe. We commenced operations at Volkswagen Puchong 4S Centre on the 2nd of May 2019.

What can I earn as a Customer Relationship Management Executive