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Automotive CRM Manager

Kayan Egypt for Trading... - Katameya, Cairo

Automotive CRM Manager

Kayan Egypt for Trading & Investment - Katameya, CairoPosted 1 month ago
161Applicants for2 open positions
  • 2Viewed
  • 0In Consideration
  • 0Not Selected

Job Details

Experience Needed:
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Job Description

  • Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
  • Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
  • Implementation of the CRM strategy, guidelines, and create templates in the market
  • Management of lead management program:
    • Implementation of lead generating activities including data capture, cleansing, qualification and forwarding to dealers network
    • Management of lead follow-up by dealers including escalation
  • Management of customer loyalty program: 
    • Development of loyalty activities and loyalty program
    • Building of a long term customer relationship to the brand
    • Customer lifecycle retention programs
    • Customer satisfaction and complaint management
  • Bring Sales and After Sales together
  • Implement SKODA Human Touch points through the customer process where we have a real chance to make a difference in the quality of customer experience 
  • Report the performance of Sales & After Sales department through the monthly CSS Figures and create action plan 
  • Reveal weaknesses and need for improvement to guarantee customer requirements
  • Mange all Customer complaints from different channels at all dealers and coordinate with needed departments to solve the complaints
  • Manage all complaints escalated to SKODA Auto and provide the needed support to the dealer to solve the cases within the standard time,
  • Customer satisfaction budget monitoring in case of compensation
  • Measure and analyse average to react, to resolve and to close the case in the system
  • Coordination of CRM activities across departments (marketing, sales, aftersales)
  • Coordination with Call center and training
  • Responsible for all SKODA Customer compliant handling at all SKODA facilities
  • Handling and closing all SKODA Complaints with CPA

Job Requirements

  • B sc. In business & administration or equivalent.
  • MBA in business administration is preferred.
  • Working knowledge of retail after-sales processes and Customer services
  • Excellent understanding of automotive systems
  • Full professional proficiency in English

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