Manager Customer Relationship Management

2 months ago

Singapur, Singapore Porsche Asia Pacific Full time

The future has many facets: for the courageous, it is opportunity.  

The world is becoming increasingly digital, connected, but also more uncertain and volatile. Yet, the iconic German sports car brand Porsche sees this complex future as opportunity. “In the beginning I looked around and could not find quite the car I dreamed of. So I decided to build it myself.” With this aspiration, trailblazer Ferry Porsche set the guiding principles for Porsche now, and beyond – to be the brand for those who follow their dreams.   

Now, we dream a new future for automotive retail with our new venture, Porsche Singapore Pte. Ltd. Our mission: to enhance the way Porsche engages with customers and fans at every touchpoint, integrating digital solutions and transforming brand experiences in Singapore and the region.

Join us on this trailblazing endeavour and be part of an agile team in an enriching environment. Porsche Singapore Pte. Ltd. offers long-term career prospects within the larger Porsche ecosystem, opportunities for personal development, and affirms fair hiring and remuneration policies.  

Manager Customer Relationship Management
Porsche Singapore Pte. Ltd. (Retail)

Porsche Singapore is seeking an experienced Manager Customer Relationship Management (CRM) to lead the CRM and the in-house Customer Interaction Centre. This role is responsible for governing the customer experience journey through strategic planning, market research, and data-driven insights. The successful candidate will drive customer excitement, satisfaction, and brand loyalty to achieve and exceed KPIs.

  • Manage, lead, motivate and empower the Customer Relationship Management Team within the Marketing department
  • Manage and lead the in-house Customer Interaction Centre to strengthen luxury positioning and create customer excitement across virtual touchpoints (online chat, social media, inbound and outbound calls, and emails), including handling VVIPs and escalated cases.
  • Plan and execute initiatives to drive customer excitement, satisfaction, and brand loyalty through exceptional experiences across all digital and physical touchpoints, ensuring seamless channel integration and a consistently unique brand experience for customers, prospects, and fans, with a focus on achieving and exceeding KPIs.
  • Govern the customer experience journey across all channels in alignment with brand positioning, including defining and documenting the journey from prospecting to post-purchase, creating detailed contact plans, leading innovative enhancements to customer touchpoints, and partnering closely with Sales, Aftersales, and Importer teams to ensure a seamless experience and foster long-lasting relationships while increasing customer lifetime value.
  • 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 (e.g. customer satisfaction survey, market studies) and provide data driven customer insights and recommendations to relevant stakeholders across the organisation
  • 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, capable of interacting effectively with stakeholders while inspiring and motivating team members. 
  • 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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