CRM Executive

CRM Executive
27 Leng Kee Road
Full Time
Application ends

    Application Form

    Job Overview

    • Location
      27 Leng Kee Road
    • Brand
    • Experience

    Job Responsibilities

    Main objectives of the role 

    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.

    Job Duties

    1. Support the dealer team 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 dealership, and is responsible for data quality by ensuring customer and prospect databases are captured and updated accurately on CRM systems
    3. Provide timely campaign target databases, reports, analysis and recommendations
    4. Monitor timeliness and effectiveness of opportunity follow-up by sales team
    5. Monitor showroom activity and accuracy of data submissions
    6. Monitor consent and survey submissions to ensure proper and timely submission
    7. Review customer touch points and processes regularly and identify potential/continuous improvements
    8. Timely implementation of aftersales lifestyle management according to targeting criteria
    9. Provide data insights, analyse database and additional data collected i.e. hobbies, interests to facilitate segmented marketing campaigns, aftersales retention activities, and customer events
    10. Coordination with agencies and vendors for development, production, and post campaign/event compilation of CRM related collaterals, web pages, and other related materials
    11. Ensure CRM communications are in line with MINI CI and approved by the Brand Principal
    12. Ensure customer feedback, enquiries and requests via all platforms (social media, email, in-person) are acted upon promptly and within the BMW Group guidelines
    13. Coordinate with the respective departments to ensure all enquiries are addressed
    14. To process a customer-first attitude and ensure that he/she is abreast of consumer and industry trends, PDPA updates, and MINI product knowledge
    15. Any other duties assigned by management from time to time

    Job Requirements

    • Degree or equivalent in Marketing, Business or any related field
    • Proficient in Microsoft Office (Word, Excel, PowerPoint)
    • Experience in CRM systems; experience in Salesforce Sales & Marketing Cloud and Autoline will be an added advantage
    • Passion in the MINI brand
    • Excellent interpersonal, communication and presentation skills
    • Merticulous and well-organised with the ability to multitask under pressure
    • Strong analytical skills coupled with project management and planning skills

    Related Jobs

    Job Location