Customer Engagement Manager - Leading Global Tire Company

• Global influence with local impact
• Opportunity for professional growth

About Our Client

Our client is a leading global tire company, committed to delivering high-quality products and exceptional customer experiences.

Job Description

• Engagement Plan Development: Develop and refine customer experience strategies, transforming them into actionable engagement plans that align with market priorities, incorporating CRM and Lead Management tactics.
• Customer Journey Optimization: Tailor omnichannel customer journeys and personas to suit local dynamics, focusing on key drivers that promote customer acquisition, consideration, preference, conversion, and retention across various regions.
• Stakeholder Collaboration: Spearhead and work alongside internal and external teams (Marketing, Sales, Commercial Communications, Digital, MSEM, local agencies, and partners) to implement regional engagement strategies at both regional and local levels.
• Content and Asset Leveraging: Maximize the use of DCEM content and resources, customizing them to address local market requirements for optimal impact within the tire industry.
• CRM Program Development: Leverage customer databases to design and implement CRM programs, including strategies for upselling, cross-selling, and customer retention tailored to the tire industry.
• Performance Monitoring & Feedback: Regularly evaluate key metrics such as satisfaction, conversion rates, SEO performance, lead generation, and bounce rates. Provide actionable insights and recommendations to the LB Customer Experience Manager/DCEM for ongoing strategy refinement.
• Corrective Actions Implementation: Identify regional and territorial challenges and implement corrective actions to enhance performance and outcomes in the tire market.
• Budget Management: Oversee the management of the local annual budget for customer experience initiatives, ensuring appropriate resource allocation for regional and territory-specific needs in the tire sector.

The Successful Applicant

• Proven experience in customer experience, CRM, and/or digital marketing, preferably within the automotive or tire industry, or a similar sector.
• Strong understanding of omnichannel customer journeys, lead management strategies, and CRM tools.
• Demonstrated ability to work with cross-functional teams and manage multiple stakeholders.
• Excellent analytical skills, with the ability to track, monitor, and analyze performance metrics.
• Experience managing budgets and driving cost-effective initiatives.
• Strong communication skills, both written and verbal, with the ability to deliver clear and concise briefings and reports.
• Proficiency with CRM platforms and data analytics tools.
• Ability to adapt strategies to local markets and cultures.

What's on Offer

• A dynamic and fast-paced work environment at a global industry leader in tires.
• Opportunities for career growth and development.
• Competitive salary and benefits package.