Executive, CRM

Time Type: Full time

Posted On: Posted Yesterday

Job Requisition ID: JR112956

Company: Vantage Automotive Limited

Responsibilities:

• Responsible for Customer Relationship Management (CRM) function and processes to engage current and future customers.
• Responsible for managing the Customer Feedback Management (CFM) system & ensuring all live cases are monitored closely, liaising with stakeholders to ensure each case is resolved and closed promptly, and updating them promptly in Salesforce.
• Disseminate all written feedback (letters, emails, website, customer feedback, etc.) to the respective managers in the department: Sales, Parts, Service, others including Managing Director, Department Head, Legal department, and Franchises’ Principals (where necessary) immediately upon receipt.
• Contact/acknowledge customers’ complaints/feedback promptly per SOP (within 24 hrs of receipt) through telephone calls or written acknowledgment letters.
• Contact and follow up with customers who have low scores in surveys (e.g., Score of 1), working with stakeholders to provide remedial measures to resolve outstanding concerns.
• Highlight possible escalated cases to Sales Managers (SM) & Customer Service Managers (CSM) in the Customer Feedback Management system (CFM) and ensure they are acted upon before escalation to the next higher level.
• Liaise and assist the Legal department concerning legal cases.
• Where necessary, join SM in handling customers (face to face) to better comprehend the case at hand, particularly for Customer Relations matters.
• Compile and analyze customers’ complaints/feedback statistics regularly (weekly & monthly) to determine areas for improvement in operations with the objective of improving service level and meeting customer expectations.
• Manage and attend to all the administration and reports on customers’ feedback, Customer Service Index (CSI) & Customer Viewpoint (CVP) of Ford & Peugeot so that such information can be used by respective Managers to improve service levels and/or operations. Analyze and interpret CVP/CSI trends.
• Responsible for managing and achieving principal set retail standards (CVP, Mystery Shopping, Podium).
• Manage the BYD, DENZA, and VAL emails and replies.

BYD NPS and Mystery Shop Program

• Lead and manage DENZA NPS for VAL and BYD dealers to ensure that NPS targets are met monthly.
• Identify gaps and ensure improvement plans are executed on time.
• Regular checks on dealer showrooms and service centers to ensure NPS requirements are met.

Ownership Benefits Program

• Manage and lead franchise brand ownership benefits programs and CRM activities.
• Ensure timely submission of signups to program partners.
• Actively search for new partners to add to the program.

Planning & Management

• Ensure all CRM activities related to the franchise brand (DENZA, Peugeot, Ford, BYD & Quicklane) are executed according to the requirements of Vantage Automotive and the respective Brand’s CI.
• Guardian of the CRM Salesforce system for Vantage to provide business intelligence.

Database/CRM

• Management of customers’ database for purposes of introducing customer programs: loyalty, etc.
• Update/Maintenance of database accuracy and quality.
• Ensure compliance with the Personal Data Protection Act.
• Overall Salesforce system management for Sales & Aftersales, Marketing & CRM.
• Review and analyze existing customer-related process effectiveness and efficiency, and assist in strategizing for improvements where applicable, leveraging on systems (IT).

General

• Responsible for providing Marketing support in terms of marketing administration, customer service, and events.
• Other ad-hoc tasks as assigned.

Requirements:

• Diploma in Business/Marketing or equivalent.
• 1 to 3 years experience in a customer-facing work environment including managing IT administration i.e., Salesforce.
• Good Microsoft Office applications knowledge i.e., MS PowerPoint.
• Experience in managing data extraction, Global Data Management Systems (GDMS), Customer Feedback Management Systems, and Salesforce is a plus.

Who We Are

Sime Darby Berhad is a partner of choice for the world's best brands in the Industrial and Motors sectors. We deliver sustainable value to our stakeholders through operational excellence, high performance standards and good corporate governance. Founded in 1910, Sime Darby Berhad today has a workforce of approximately 24,000 employees and a presence in 17 countries and territories across the Asia Pacific region. It is listed on the main market of Bursa Malaysia.