Vantage Automotive Ltd | Executive, CRM

2 weeks ago

Singapore Vantage Automotive Ltd Full time

Vantage Automotive Limited is a proud member of the Sime Motors Singapore, driven by a customer-first culture guided by our ethos of trust, reliability, and quality. As the official distributors for Peugeot, Ford, and BYD in Singapore, and a provider of extensive aftersales and roadside assistance services via our Quick Lane Service Centre, we tap on our diverse expertise to guarantee customer satisfaction.
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.
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.
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 have low scores in the survey (e.g., Score with 1), working with stakeholders to provide remedial measures 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).
Managing the BYD, Peugeot, and VAL emails and replies.
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 ad-hoc tasks as assigned.
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.
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