Executive, CRM

2 weeks ago


Central Singapore Sime Darby Full time

Company:
Vantage Automotive Limited

Responsibilities:

BYD NPS and Mystery Shop Program

  • Leading and managing BYD NPS for VAL and BYD dealers to ensure that NPS targets are met monthly
  • Identify gaps and ensure improvement plans are executed on time
  • Regular checks on dealer's showrooms and service centres to ensure NPS requirements are met
Ownership Benefits Program

  • Managing and leading franchise brand ownership benefits programs and CRM activities
  • Ensuring timely submission of signups to program partners
  • Actively searching for new partners to add to the program
Planning & Management

  • Ensure all CRM activities related to the franchise brand (Peugeot, Ford, BYD & Quicklane) are executed according to the requirements of Vantage Automotive and the respective Brand's CI.

The areas of operation include:

  • Passenger & Commercial Cars
  • Aftersales
  • Ensure data integrity
  • Guardian of the CRM Salesforce system for Vantage to provide business intelligence
Customer Relationship Management

  • 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.
  • Contact/acknowledge customers' complaints/feedback promptly per SOP (within 24 hrs of receipt) through telephone calls or written acknowledgment letters.
  • Contact and follow up with customers who has low scores in the survey (e.g., Score with 1), working with stakeholders to provide remedial measure/s to resolve outstanding concerns.
  • Highlight possible "escalated' cases to Sales Managers (SM) & Customer Service Managers (CSM) in the Customer Feedback Management system (CFM) and ensure they are acted upon before escalation to the next higher level.
  • Liaise and assist the Legal dept concerning legal cases.
  • 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) of Ford & Peugeot 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)
Database/CRM

  • Management of customers' database for purposes of introducing customer programs: loyalty etc.
  • Update/Maintenance of database accuracy and quality
  • Ensure compliance with the Personal Data Protection Act
  • Overall Salesforce system management for Sales & Aftersales, Marketing & CRM
General

  • Responsible for providing Marketing support in terms of marketing administration, customer service, and events.
  • Other adhoc tasks as assigned.

Requirements:

  • Diploma in Business/ Marketing or equivalent.
  • 1 to 3 years experience in customerfacing work environment including managing IT administration i.e., Salesforce.

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