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Job Description
Our international client requires an experienced Automotive Customer Relationship Management Specialist to join their team for a period of 12 months
Role:
This role will lead the development of the CRM customer contact strategy for our client's (UK) Automotive business. You will drive incremental retention, volume, and profit through the sale of cars and complimentary revenue-generating products via the CRM channel, ensuring customer satisfaction always remains a priority.
Main Responsibilities:
- The business owner of the UK Automotive CRM customer contact strategy.
- Develop and execute an agile and personalized CRM nudge program that maximizes conversions from the UK Automotive commerce channel, starting at its initial launch in 2023.
- Lead and oversee the multi-stage transition of our CRM tools to a leading customer marketing suite with advanced customer contact capabilities.
- Develop a new customer contact strategy that supports a personalized Automotive B2C customer journey. Clearly outline touchpoints and revenue opportunities across each stage of a customer’s lifecycle.
- You are a customer-first thinker, with complete clarity over customer needs, and able to utilize your insight to support a successful customer-driven CRM journey and deliver class-leading customer satisfaction.
- You are passionate about facts and numbers and will build a reporting suite that allows you to make informed, agile, commercial decisions based on ROI and analytics.
- You will contribute to the financial and volume performance of the UK Automotive business by delivering against specific targets related to generating revenue and profit from the sale of cars and complimentary products via the CRM channel.
- Create customer lifetime marketing frameworks and loyalty propositions that maximize customer satisfaction and retention and reduce our reliance on paid channels.
- You will own the regular reporting of CRM, ensuring a significant pool of senior stakeholders, including the senior leadership team, are kept fully up to date on the performance of your channel. The stakeholders must always feel informed, satisfied, and heard.
- You will passionately lead a direct report and associated agency/partner structure, inspiring and coaching them to make CRM a significant and highly successful part of the future UK Automotive business.
- Responsible for the CRM budget, ensuring investments always deliver ROI and meet commercial obligations.
Qualifications, skills, and experience: Required/Desirable
Required
- Experience in developing and implementing a successful CRM strategy from scratch.
- A proven track record of improving retention and revenue via the CRM channel.
- A true passion for your discipline, will a clear understanding of channel innovations, future trends, and best practices.
- Commercially minded and data-driven. Able to take insights from analytics and customers and propose future strategies.
- Strong experience with Salesforce marketing cloud.
- A strong technical understanding of transitioning and continuously improving CRM platforms.
- Financially astute, with the ability to understand and influence the commercial drivers that have a positive impact on P&L, in addition to managing a CRM channel budget.
- A strong team leader who can bring the very best out of your team and agencies/partners.
- Outstanding interpersonal skills with experience in delivering complex plans and results to the most senior business stakeholders.
Desirable
- D2C experience in a high-end consumer category.
- Experience with Faststats and People Stage to deliver CRM campaigns.
Interested? Please Apply