CRM Executive (Automotive)

Job Responsibilities

• Leading and managing NPS for company and dealers to ensure that NPS targets are met monthly.
• Managing and leading franchise brand ownership benefits programs and CRM activities.
• Ensuring timely submission of signups to program partners.
• Ensure all CRM activities related to the franchise brands are executed according to the requirements and the respective Brands.
• Responsible for Customer Relationship Management (CRM) function and processes to engage current and future customers.
• Responsible for managing the Customer Feedback Management (CFM) system & ensuring all live cases are monitored closely, liaising with stakeholders with the objective that each case is handled resolved, and closed promptly. And updating them promptly in Salesforce.
• Disseminate all written feedback (letters, emails, website, customer feedback etc) to the respective managers in the dept: Sales, Parts, Service, others including Managing Director, department head, Legal dept, and Franchises Principals (where necessary) immediately upon receipt.
• Compile and analyze customers complaints/ feedback statistics regularly (weekly & monthly) to determine areas for improvement in operations with the objective of improving service level and meeting customer expectations.
• Managing and attending to all the administration and reports on customers feedback, Customer Service Index (CSI) & Customer Viewpoint (CVP) that such information would be used by respective Manager to improve service level and/or operations. Analyze and interpret CVP/ CSI trends.
• Responsible for managing and achieving principal set retail standards (CVP, Mystery Shopping, Podium).
• Management of customers database for purposes of introducing customer programs: loyalty etc.
• Update/Maintenance of database accuracy and quality.
• Overall Salesforce system management for Sales & Aftersales, Marketing & CRM.

Requirements:

• Diploma in Business/ Marketing or equivalent.
• 1 to 3 years experience in customer-facing work environment including managing IT administration i.e., Salesforce.
• Good Microsoft Office applications knowledge i.e., MS PowerPoint.

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

We regret that only shortlisted candidates will be notified.