Customer Data & Relationship Manager

2023-09-19 | po-021693

Company description

A world class Germany-based automobile and motorcycle manufacturer. The Automotive segment develops, manufactures, assembles and sells cars.

Responsibilities

Support the achievement of department KPIs like deliveries, wholesales and order targets, GKL++ segment leadership
Develop engagement strategy with current database of customers/ opportunities/ contacts; using CRM as the unifying force between sales, ownership services and marketing; piloting this strategy with roll-out plan with selected dealers.
Work with cross-function team on sub-segmentation of database for more targeted direct campaigns and regional events/ activities.
Ensure the Salesforce system and our reporting provides an effective sales funnel, responsible for weekly topline management and dealer CRM report/ template/ dashboard to match user’s requirement: KPIs such as contacts, opportunities, test drives, sales conversions, deliveries, quality customer data to be included.
Prepare campaign weekly updates to track campaigns and dealers’ responsiveness in their follow-up
Through training, ensure all dealer and APAC staff has sufficient knowledge to use CRM regularly including management reports for sales meeting preparation, order bank flow, event management etc
Evaluate enquiry management process (eg. Through digital mystery shopping) and improve/ set-up process management and tracking for direct campaigns and regional events/ activities and ensuring dealers have a robust process in place for handling enquiries. Set up reports and dashboards to track progress of the CCT teams in Japan and Korea and ensure that they are fulfilling their responsibilities in the SLA.
Responsible for data quality improvement to enhance accuracy of CRM reports, support strategic initiatives such as High-Touch approach, CLV-targeted approach to client nurturing and direct client orientation.
Work with dealer team, regional and central team to increase the onboarding rate and engagement rate for Whispers in APAC region (includes providing insights), nomination and maintenance of RRMC Luminary and CLV clients for Private office, contributing to direct client orientation and access.
Conduct data privacy audit and possible implementation/ enhancement to data privacy; starting with critical markets like Australia, Korea, Japan

Requirements

Min 5 years relevant experience in motor industry experience, and preferable to have 3 years experience in a sales/ CRM environment with multi-cultural exposure.
Working experience in luxury industries will be a plus.
Good understanding of dealer retail environment and dealer process from a CRM perspective
High level of technology literary, with strong analytical skills and ability to use appropriate data and visuals to bring across key business messages.
Exceptional attention to detail, good organizational and follow up skills
Demonstrated ability to work in across different functional teams, with an appreciation of the challenges and requirements
Cultural sensitivity & understanding across diverse markets in APAC region & working with Goodwood HQ
Entrepreneurial, goal oriented with excellent communication
Ability to adapt quickly and effectively to changing environments and initiatives
Position will be based in Japan; apart from a strong language competency in English, good working knowledge in Japanese language will have a competitive advantage