Executive, CRM

Vantage Automotive Limited is a proud member of the Sime Darby Motors Group, 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.
- 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 ad-hoc tasks as assigned.

**Requirements**:

- Diploma in Business/ Marketing or equivalent.

Sime Darby Motors is the automotive arm of Sime Darby. One of the leading automotive players in the Asia-Pacific region with presence in nine markets, Sime Darby Motors spans across Malaysia, Australia, China, Hong Kong, Macau, New Zealand, Singapore, Thailand, and Taiwan. A key industry player, it is actively invested across the entire value chain of the automotive business, from assembly, importation, distribution and retail, to after-sales services and rental, with more than 12,000 employees across the nine markets.