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Customer Relationship Management Executive

Salary undisclosed
Checking job availability...
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Job Title : Senior CRM Executive

Reporting To : Assistant Marketing & CRM Manager

Are you ready to take your expertise in customer relationship management to the next level? Eurokars Auto is looking for a Senior CRM Executive to lead and execute CRM initiatives for BMW. In this role, you’ll manage customer data, create targeted campaigns, and analyse performance to drive brand loyalty and elevate the customer experience for BMW - one of the world’s most iconic automotive brands.

Job Overview

The Senior CRM Executive plays a key role in the management of the CRM systems, such as Salesforce and Marketing Cloud. and its associated processes, campaigns, events and events, and evaluates data insight and information to develop effective and efficient CRM strategies and activities to improve customers’ journey and experience with the brand and dealership.

Key Responsibilities

  • Data Custodian:
  • Maintain and monitor customer and prospect databases (Salesforce, Marketing Cloud, and DMS) to ensure data quality, accuracy, and regular updates.
  • Promote proper data input practices across the team to maintain consistency.
  • PDPA compliance for all databases and marketing campaigns.
  • Data Analysis and Reporting:
  • Analyse CRM metrics and customer data to generate actionable insights for improving campaign performance and customer engagement.
  • Prepare regular reports on key performance indicators (KPIs) and data analysis to track the success of CRM initiatives and actionable recommendations based on customer and sales funnel insights.
  • CRM Strategy and Execution:
  • Collaborate with Sales, Marketing, Brand Principal and support teams to strategise and implement CRM initiatives aimed at improving the sales funnel conversion, customer experience, brand loyalty, and advocacy.
  • Customer Experience Enhancement:
  • Regularly evaluate customer touchpoints and CRM processes, including database management, customer retention activities, and aftersales services.
  • Devise a compelling value proposition for customer retention by showcasing the range sales, aftersales services and benefits available at key touchpoints.
  • Design and roll out automated communications tailored to customer segments and lifecycle touchpoints to enhance engagement.
  • Customer Journey on Marketing Cloud:
  • Map out and design personalised user journeys to deliver targeted messaging and content based on customer behaviors and preferences.
  • Leverage analytics to track engagement, optimize touchpoints, and refine campaigns in real-time for maximum effectiveness.
  • Implement triggers and automation to ensure timely, relevant communications throughout the customer lifecycle.
  • Integrate data from various platforms to create a cohesive and seamless experience across all digital interaction points.
  • Team Collaboration and Training:
  • Provide training and guidance to team members on CRM tools and best practices.
  • Collaborate with cross-functional teams to ensure alignment in customer-centric strategies and initiatives.
  • Technology Management:
  • Stay up to date with the latest CRM technologies and trends to recommend system enhancements or new tools that can drive efficiency.
  • Oversee the maintenance and operational efficiency of the CRM system, ensuring proper functionality and data security.

Qualifications & Requirements

  • Bachelor's degree in Business, Marketing, Communications, or related field
  • 2+ years of CRM management experience (automotive industry preferred)
  • Proficient in CRM software (e.g., Salesforce, Marketing Cloud)
  • Strong attention to detail and organisational skills for managing projects
  • Strong analytical skills for data interpretation and strategy development
  • Excellent communication and customer-focused interaction skills
  • Experience with marketing automation tools and platform data integration
  • Knowledge of automotive industry and customer behavior trends is a plus
  • Ability to work independently and collaboratively in a fast-paced environment