Job Requirements

• BSC in Business, Marketing or equivalent experience.
• Minimum 5 years of experience in automative industry, preferably in the luxury automotive industry.

Job Summary

We are seeking a dynamic and experienced CRM Manager to lead our customer relationship management efforts. This role is crucial in driving customer loyalty, enhancing brand reputation, and maximizing sales opportunities within our luxury automotive industry.

Job Responsibilities

• To handle all customer complaints and ensure they are recorded by appropriate manager on Customers complaints sheet.
• To collate all correspondence referring to customers complains.
• To work with all managers to resolve the customer complaints and complete the quality Management System.
• On a monthly basis, this should be reviewed with GM looking at the complaint analysis report.
• To manage the customer experience via reception staff and Meet and Greet working to the outlined expectations – align with Customer First Principles.
• To work with service manager to provide customer experience in the line with the Customer First Principles – to be outlined in a Best Practice Guide.
• Manage the team to complete follow up calls on sales / service / bodyshop.
• GFK updates on a weekly basis and work with service manager to delivery service.
• Introduce and update the CLP service 6 scores on dealership boards.
• Monthly team meeting for CRM/Front of House – and monthly 1:2:1’s that are documented.
• To report as required regarding complaints and CRM data.
• To maintain a rota for staff that works different times.
• Work with GN and team to develop Customer First Principles to deliver outstanding customer experience measured by Mystery shop and feedback in follow up calls.
• Document CFP and present to all new starters – ensuring that they have signed and understood what is required.

Knowledge and Skills

• Proven track record of developing and implementing successful CRM strategies.
• Strong analytical skills and ability to interpret data to inform decision-making.
• Experience with CRM software (e.g., Salesforce, HubSpot).
• Excellent communication and interpersonal skills.
• Strong leadership and team management abilities.
• Passion for the luxury automotive industry and a commitment to delivering exceptional customer experiences.

If you are a highly motivated and results-oriented individual with a passion for luxury and customer excellence, we invite you to apply for this exciting opportunity.