Title:  CRM Manager

Develop and implement customer relationship management (CRM) strategies and programs to enhance customer satisfaction, loyalty, and retention.

Collaborate with cross-functional teams, including Sales, Marketing, and Customer Service, to define customer journeys, touchpoints, and key performance indicators (KPIs).

Utilize customer data and analytics to segment customers, identify target audiences, and personalize marketing and sales initiatives.

Implement and manage CRM systems and technologies, ensuring accurate data collection, storage, and integration across platforms.

Oversee the creation and maintenance of customer databases, ensuring data accuracy, privacy, and compliance with data protection regulations.

Develop and implement customer engagement programs, including loyalty programs, referral programs, and customer satisfaction surveys.

Coordinate with the Marketing department to develop personalized marketing campaigns, content, and offers based on customer segmentation and preferences.

Collaborate with the Sales department to develop sales strategies, processes, and tools that optimize customer engagement and conversion rates.

Monitor and analyze customer behaviors, preferences, and trends to identify opportunities for improved customer experiences and sales growth.

Develop and implement customer retention strategies, including targeted communication, post-purchase follow-ups, and proactive customer support.

Coordinate with the After Sales department to ensure seamless service experiences and effective resolution of customer issues or concerns.

Monitor and report on CRM performance metrics, including customer satisfaction, retention rates, cross-sell/up-sell opportunities, and customer lifetime value.

Conduct regular analysis of CRM data to identify customer insights, trends, and areas for improvement.

Collaborate with IT teams or external vendors to ensure the integrity, security, and functionality of CRM systems and related technologies.

Train and educate employees on CRM best practices, tools, and processes, ensuring company-wide adoption and utilization of CRM systems.

Stay updated with industry trends, emerging CRM technologies, and best practices, and make recommendations for continuous improvement.

Problem solving

Knowledge of CRM best practices and strategies

Proficiency in MS Office Suite (Word, Excel, PowerPoint), CRM software, and sales management tools.

Strong project management and organizational skills.

Excellent communication and presentation skills.

Experience with CRM software (e.g., Salesforce, Microsoft Dynamics), data analytics tools.

Experience in customer segmentation and targeting.

Knowledge of automotive sales and service processes.

Familiarity with digital marketing and customer journey mapping.

Proficiency in MS Office Suite (Word, Excel, PowerPoint).

Strong understanding of CRM principles and best practices.

Excellent analytical and problem-solving skills.

Ability to develop and implement CRM strategies aligned with business goals.

Minimum 10 years relevant experience

Relevant College or University qualification to min Bachelor's level