CRM Executive
4 days ago
Responsibilities:
- Leading and managing NPS for company and dealers to ensure that NPS targets are met monthly
- Managing and leading franchise brand ownership benefits programs and CRM activities
- Ensuring timely submission of signups to program partners
- Ensure all CRM activities related to the franchise brands are executed according to the requirements and the respective Brands.
- 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 with the objective that each case is handled 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 dept: Sales, Parts, Service, others including Managing Director, department head, Legal dept, and Franchises Principals (where necessary) immediately upon receipt.
- 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.
- Managing and attending to all the administration and reports on customers feedback, Customer Service Index (CSI) & Customer Viewpoint (CVP) that such information would be used by respective Manager to improve service level and/or operations. Analyze and interpret CVP/ CSI trends.
- Responsible for managing and achieving principal set retail standards (CVP, Mystery Shopping, Podium)
- Management of customers database for purposes of introducing customer programs: loyalty etc.
- Update/Maintenance of database accuracy and quality
- Overall Salesforce system management for Sales & Aftersales, Marketing & CRM
Requirements:
- Diploma in Business/ Marketing or equivalent.
- 1 to 3 years experience in customer-facing work environment including managing IT administration i.e., Salesforce.
- Good Microsoft Office applications knowledge i.e., MS PowerPoint
- 5 days, office hours, Alexandra
- Job Reference: QXWWR4RR
All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.
Kindly email your resume in a detailed Word format to celeste.wong@peopleprofilers.com
We regret that only shortlisted candidates will be notified
People Profilers Pte Ltd
Tel: 6950 9754
EA Registration Number: R22110899
EA License number: 02C4944
EA Personnel: Celeste Wong Xin Yann
Tell employers what skills you have
CRM
Customer Relationship
Microsoft Office
Microsoft Excel
Aftersales
Customer Experience
Customerfacing
Customer Relationship Management CRM
Relationship Management
Administration
Service Level
Marketing
Ms Powerpoint
Statistics
Microsoft Word
Customer Service
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