(A) Manager, Customer Relations

About the job (A) Manager, Customer Relations

Job Purpose
· The Manager, CRM is responsible for development, execution, and continuous refinement of multi-channel Consumer Relations and the development of programs, roadmaps, and Consumer Relation strategies. The CRM Manager focuses on the loyalty and retention marketing strategies.

· The Manager, CRM has a clear understanding of how to leverage consumer behavioural, lifestyle, transactional, and demographic data in order to deliver relevant marketing programs through multiple communication channels with a vision of growing consumer loyalty and increasing their lifetime value to the business.

· The Manager, CRM demands extensive cross-functional collaboration, good communication skills, excellent project managerial skills, creative skills, and a process-focused aptitude that will enable the CRM Manager to effectively execute multiple responsibilities and deliverables.

Education / Professional Qualification
• Minimum Diploma / Degree in relevant field of studies

Professional Experience
· Minimum 3 years of sales experience from the hospitality / customer focused industry
· Preference will be from the automotive industry
· Performance focused marketing and / or sales background
· Team management experience

COMPETENCIES
1. Technical
· Computer literate
· Well versed in the automotive industry

2. Leadership
· Integrity, initiative and enthusiasm
· Motivated and committed to development
· Interpersonal and communication skills (verbal and written)
· Organisational skills
· Appropriate language skills

IMPACT / ACCOUNTABILITY
Coverage : All branches
· No revenue or profit responsibility

JOB CONTENT
· Develop and implement customer retention processes with a primary focus on car sales conversion across functions.
· Implement Group’s retention activities and set performance as the benchmark for the Malaysia dealer network.
· Ensures that customers receive the quickest service possible.
· Assists representatives in handling disappointed customers.
· Determines a course of action to resolve customer problems.
· Interacts with customers using phone, fax, email, the company website and in person.
· Provides assistance to representatives during extremely busy times.
· Ensures that customer service representatives follow all company policies and procedures when dealing with customers.
· Takes customer complaints to upper management when necessary.
· Generates reports for upper management.
· Helps create, update and maintain call script for representatives.
· Maintains database of customers for follow up.
· Ensures a seamless process flow from the customer’s initial order to the delivery of products and services.
· Reviews customer evaluations in regards to service representatives’ work and looks for areas that need improvement.
· Listens to recordings of representatives interacting with customers and uses the recordings to enhance training or offer necessary correction.
· Trains representatives on new product and service offerings as well as special sales and promotions.
· Analyzes the results of direct mail marketing and email campaigns.
· Helps develop new products, services and promotions based on customer preferences.
· In charge of existing lead management systems.
· Participates in the formulation of the company’s strategic plan.
· Integrate CRM-retention activities into the dealership’s current sales processes and work with sales teams and management on future development of CRM-retention strategies.
· Develop and maintain key relationships with sales, finance and marketing teams so as to ensure that sales opportunities are maximized.
· Utilize dealership marketing resources to establish a customer contact schedule which is appropriate, professional and timely.
· Look for innovative ideas to improve processes and practices.
· Liaise with marketing team to develop new communications which adapt to market conditions, new campaigns and enable the achievement of retention targets.
· Facilitate all interactions with customers i.e events, marketing campaigns.
· Set goals and appraise performance, practices and processes of CRM activity.
· Report to relevant management and DP about operational issues and performance highlights on a regular and timely basis.
· Extract relevant customer data as provided and analyse data alongside Group’s systems to produce a list of prospects in a given time frame.
· Utilize dealership systems and communicate with finance/sales team and valuer to create a useful background for each prospect.
· Initiate contact with prospects using phone, email or postal mail.
· Conduct all necessary follow up with prospects using appropriate contact methods.
· Log the referral as a formal lead within CRM system ensuring that it is handled according to existing lead guidelines.
· Manage and monitor sales team to ensure that chances of conversion are maximized on a daily basis.
· Accurately record all steps of this process within Group’s CRM system.
· Log, monitor and measure data to provide regular feedback and to report on successes and conversions.
· Continuously review the entire process and make suggestions for more effective and innovative practices.
· To dress correctly according to Group's Corporate Standard at all times during business hours. Adhere to current attitude, behaviour and appearance polices to enhance the brand image.
· Ensure confidentiality of all sensitive materials and prevent unauthorised access to these materials.