Customer Relations manager wanted immediately: APPLY HERE.
To ensure the successful and progressive application of all customer centric activities
Establish and implement a Customer Relationship Management strategy dealership:
Conduct SWOT analysis of all current CRM activities at dealership
Establish CRM objectives with Dealer Principal and Group CRM Manager
Ensure agreed action plans are developed to achieve short and long term CRM objectives for the dealership
Establish and meeting Supertech’s KPI’s for measuring success of strategy are implemented
Conduct strategic reviews and amend objectives and approaches as required with Group CRM manager and dealer Principal
Coordinate dealership customer communications :
Identify and agree on customer touch points and responsibilities
Review customer touch points and identify potential improvement.
Conduct Regular Assesments of customer touch points and ensure continuous improvement
Coordinate marketing initiatives and events.
Compile dealership marketing plan (and update monthly) and submit to Group Marketing manager
Identify marketing opportunities utilising customer and prospect data from database and share with sales manager
Ensure marketing communications are in line with BMW SA CI and approved by Group marketing manager
Coordinate with BMW SA and MINI SA brand departments on brand and product event.
Review dealership marketing plan monthly
Coordinate potential sales opportunities across dealership departments:
Coordinate approach for handling sales opportunities within the dealership
Establish agreed roles and responsibilities with sales management for handling opportunities
Monitor effectiveness of opportunity follow – up with sales teams
Report on sales conversion from opportunity sources
Maintain accurate customer database:
Ensure customer and prospect data is captured accurately by relevant front line
staff on dealership database
Ensure customer database contains both accurate sales and after sales data
Establish processes for monitoring data quality
Ensure data is kept relevant and accurate
Establish processes for collecting additional data i.e. hobbies, lifestyle,special characteristics to facilitate segmented marketing campaigns
Improve dealership customer experience:
Conduct follow up calls- non negotiable
Ensure customer feedback is accurately captured and shared with each department manager
dentify possible strengths and weaknesses in customer experience at dealership
Coordinate customer complaints processIndentify possible trends and repeats in customer complaints
Recommend possible action plans to dealership management
Submit monthly customer board action plan
Degree or equivalent
Experience of the development, implementation and management of direct marketing processes, both on- and off-line
Knowledge of Sales CRM Systems and Processes
This position reports to: Group Customer relations Manager/Dealer Principal
Apply before Saturday, March 16, 2019 – 34 Days left
Companies may expire jobs at their own discretion.
If you have not received a response within two weeks, your application was most likely unsuccessful.
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