Senior Executive Customer Relationship Management

About the role

The Customer Retention Management (CRM) assume responsibility for the Company's customer retention activities with particular emphasis on the Volkswagen & Audi dealership portfolio. This include to ensure that communications and processes increase overall service volume and customer retention rates whilst maintaining the Company's high standard of customer satisfaction.

Key responsibilities

• Maintain, extract and analyse the existing and new customer database
• Manage and monitor leads management - from sales and aftersales to ensure conversion are maximised
• Prepare customer profiling for strategic activations, customer demographics and geographical spread
• Conduct customer engagement and loyalty programs
• Initiate private sales and aftersales events
• Attend to customer complaints and courtesy car management
• Initiate Sales & Aftersales collaboration actions for customer retention and car repurchase
• Continuously provide enhancement of all customer touch points eg showroom, roadshows, service reception, customer lounge
• Manage and monitor Customer Experience Management (CEM) for sales and aftersales, including Google reviews

About you

• Degree in Business Administration or an equivalent combination of education and/or experience
• Experience in CRM, CEM and client account management
• Ability to measure and analyse key performance indicators
• Minimum 2 years working experience in Automotive or related Sales management areas
• Possesses knowledge and experience in dealer CRM and CEM will be an added advantage
• Excellent communication skills across all levels of organization
• Independent and results-driven with strong presentation/negotiation skills and strong business acumen