The position is required to work alongside all areas of the company to influence and manage positive change in both customer centricity and digital transformation.
Planning and delivering CRM strategies across the group
encouraging customer retention and customer loyalty.
The planning and implementation of a group-wide CRM
infrastructure and Customer Lifecycle Management system – All through careful
cooperation with sales, after-sales, service and marketing Plan, implement and
run a central information hub and call center for inbound and outbound calls.
Lead Management and Customer Profiling Work closely with IT
partners to define processes and infrastructure of CRM solutions
Conduct Data Analyses, find synergies between business units,
handle potential multi-brand customersand develop cross/up selling ideas along
with marketing teams.
Implement KPI measurement for lead generation, quality and
follow ups – determine success factors for future marketing actions.
Develop, plan, lead and implement a Digital Transformation
strategy to ensure that the company is “fit for purpose” for digital
efficiency, aligned with latest customer demands and trends.
Follow the latest digital innovations and trends and look at the
suitability for our group.
Work with Keyloop as the business owner to ensure we maximize
digital innovations.
Work with IT as our systems/network solutions provider to ensure
we work at pace to deliver projects.
Work with external third parties such as Automotive
Transformation Group to progress and develop our applications and capabilities.
a) Knowledge: high level of customer service
Strong background in customer acquisition, re-engagement and retention strategies
A Confident and articulate communicator capable of inspiring strong collaboration in an organization.
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