CRM Executive

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