Marketing & CRM Executive (Automotive) #NJN

CRM & Customer Experience

. Support planning and execution of CRM initiatives to improve customer engagement and satisfaction.

. Manage Customer Feedback Management (CFM) processes: acknowledge cases promptly, coordinate follow-up with stakeholders, and ensure timely case closure.

. Handle customer complaints, low survey scores, and escalated cases professionally and according to SOP.

NPS & Mystery Shopping

. Lead and manage performance and dealer partners, ensuring targets are met monthly.

. Identify service gaps, implement improvement actions, and conduct regular showroom and service centre checks.

Ownership Benefits Program

. Administer and lead ownership benefits programs, ensuring timely submission of signups to partners (CPO, Pan Pac).

. Explore new partnership opportunities to enhance program offerings.

CRM Activity Management

. Execute CRM activities for multiple brands in alignment with brand CI requirements across sales and aftersales.

. Serve as the guardian of the CRM Salesforce system, ensuring data integrity and generating business intelligence.

Customer Communication

. Manage customer email channels, ensuring timely and professional responses.

. Disseminate feedback and correspondence to relevant internal stakeholders and principals.

Data & Analytics

. Maintain customer database accuracy, ensuring compliance with PDPA.

. Create weekly and monthly reports to analyze service levels, NPS performance, customer feedback trends, and business funnel performance.

Process & Systems

. Work closely with Business Process Owners to optimize workflows, technology, and customer centric processes.

. Review and improve customer-related processes using CRM and IT tools.

General Support

. Support marketing administration, customer service initiatives, and events.

. Perform ad hoc tasks as required.

Jessica Nguyen Huynh Thanh Truc

CEI Reg. No. R23113787

EA License No. 99C4599

We regret that only shortlisted candidates will be notified.