Sourcing and developing partnerships with vendor and enhancing the customer experience with programs and initiatives.

1. Assist in the developing new partnerships and management of Mazda CRM program to enhance the Mazda ownership experience.

2. Propose and develop plans to grow the CRM program.

3. Assist in the full implementation of the customer relations management to enhance showroom customer experience.

4. Provide weekly reports to track customers showroom experience

Overview
The CRM Executive plays a key role in the management of the CRM systems and its associated processes, campaigns 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.

1. Support the Marketing Manager with and work closely with the Brand Principal and other Group support functions in developing, strategizing and implementing CRM plans and activities, and to improve the overall customer experience with the brand and dealership to increase brand loyalty and advocacy.
2. To be the data custodian for the brand, maintaining and monitoring the customer and prospect databases and behavior trends to ensure data quality, accuracy, and regular updating (Salesforce & Autoline). At the same time providing timely reports, analysis and recommendations.
3. Spearhead planning and implementation of conquest and loyalty events and activities within given budget on an annual or ad hoc basic. Individual proposal for final management approval inclusive.
4. Regular evaluation of customer touch points, CRM processes, database management cleansing, customer retention activities, aftersales lifestyle management, collaboration and sponsorship requests.
5. To be the customer advocate for the brand, ensuring that customer feedback, enquiries and requests via all platforms (Social Media, Email, Face to Face) are acted on promptly.
6. Facilitate customer board meetings concerning the feedback from customers via VoC (Voice of Customer) on a quarterly basis.
7. Coordination with agencies and vendors for development, production, and post campaign/event compilation of CRM related collaterals, web pages, and other related materials.
8. To promote the right data input practices and processes across the entire team.
9. To possess a customer first attitude and ensure that he/she is abreast of competitor product line-up and launch dates, consumer and industry trends (e.g. PDPA), as well as MINI product knowledge.