Executive, CRM

Company:
Vantage Automotive Limited

Responsibilities:
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 letter.
- Contact and follow up with customers who has low scores in 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.
- Where necessary join SM in handling customers (face to face) to better comprehend the case at hand, particularly for Customer Relations matters
- 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 Managers 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)

BYD NPS and Mystery Shop Program
- Leading and managing DENZA 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 centers 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 (DENZA, Peugeot, Ford, BYD & Quicklane) are executed according to the requirements of Vantage Automotive and the respective Brand’s CI.
- Guardian of the CRM Salesforce system for Vantage to provide business intelligence

Database/CRM
- Management of customers’ database for purposes of introducing customer’s program: 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
- Review and analyze existing customer-related process effectiveness and efficiency, and then assist in strategizing for improvements, were applicable, leveraging on systems (IT).

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 a customer-facing work environment including managing IT administration i.e., Salesforce.
- Experience in Managing data extraction, Global Data Management Systems (GDMS), Customer Feedback Management Systems, and Salesforce is a plus