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Job Description
- Plan and deliver CRM strategies to increase loyalty and retentions across a company.
- Decide on the structure of a chosen CRM platform structure and ensure it works seamlessly across the organization.
- Ensure the CRM platform captures all required information at key points in the customer cycle.
- Map customer journeys by analyzing touch points along a pipeline to maximize commercial opportunities with this information.
- Oversee direct communication with customers through a chosen CRM system, and to maintain the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to dealership policy.
- Develop strategies for testing all aspects of a CRM, making sure the most effective approach to customer relationship is always taken.
- Identify new leads and target audiences to optimize ROI.
- Ensure business unit profitability by exploring new business opportunities maintaining the aftersales growth.
Job Requirements
- Minimum 5 years of management experience
- Minimum 10 years of experience in same field
- Automotive industry experience is a MUST
- Bachelor degree in Engineering
- MBA is a MUST
- Good knowledge of the main KPIs of a dealer and excellent command of Aftersales KPIs.
- Good Sales & marketing skills
- Strong numeracy and accuracy skills
- Hands on experience in building strategic relation with suppliers
- Good experience in team management, and leadership
- Significant work experience as a aftersales manager
