Customer Relationship Management Lead

2 months ago

Singapur, Singapore Porsche Singapore Pte. Ltd. Full time

About the Role

Porsche Singapore Pte. Ltd. is seeking an experienced Customer Relationship Management Lead to govern the customer experience journey across all channels in alignment with brand positioning.

Key Responsibilities

  • Manage and lead the Customer Relationship Management Team within the Marketing department to drive customer excitement, satisfaction, and brand loyalty.
  • Plan and execute initiatives to strengthen luxury positioning and create customer excitement across virtual touchpoints, including handling VVIPs and escalated cases.
  • Oversee the Sales Funnel Management by pre-qualifying leads in close collaboration with Sales team and maintaining the CRM system with lead, customer, and vehicle data.
  • Ensure that all customer information and data are fed into the CRM system, enrich it with market research data, and provide data-driven customer insights and recommendations to relevant stakeholders.
  • Conduct data analysis to identify gaps in the customer journey and opportunities for innovation and customer excitement, and create programmes by applying the insights gained into actionable and measurable steps.

Requirements

  • Bachelor's degree in business, marketing, or communications, or a related field.
  • 5 to 8 years of relevant experience, preferably in the Automotive, Airlines, or Luxury industry.
  • Proficient in MS Office and CRM Systems (e.g. SAP, Salesforce).
  • A team player with excellent leadership, people management, communication, negotiation, and interpersonal skills.
  • Ability to excel in a fast-paced, dynamic environment with a strong commitment to delivering an exceptional customer experience.
  • Strong analytical and problem-solving skills, with the ability to assess situations, make informed decisions, and implement effective measures.
  • Deep understanding of customer journey trends, the luxury market, and customer expectations.
  • Self-driven with a proactive learning attitude.

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