Assistant Manager - Customer Relationship Management - Retail/Automotive

Assistant Manager- Customer Relationship Management

- 5 years or more experience.

- Experience with Retail/Automotive or companies handling Marketing Automation Tool

- Understanding of basic IT configurations and programs

- Additional experience- Understanding of basic Dealer Management System

Key Responsibilities Key Performance Indicators :

- Driving revenue from email, sms, push notifications, web notifications, direct mails.

- Design & delivery for customer engagement, promotion and retention for a captive base of customers.

- To enhance back-end systems and processes, to measure and improve Customer experience during at every customer touch points

- Data Quality Management Data quality score through periodic

- Diving CRM at dealerships. Ensuring SOP and standards are followed as per the guidelines provided. Training, implementation and Monitoring

- Clustering/ segmentation for marketing communications. Various AB testing and measuring different experiments.

- Back-end architecture of data base which can be used by everyone at ease

- Cross functional coordination and drive them for various campaigns required for customers.

- Understanding and experience of Customer Targeting systems and tools including Email/SMS nuances (like data base, open, clicks, domain reputation etc.) marketing tool. Push notification nuances (opt in/out, delaying subscription etc.)

KPIs :

- % increase in conversion

- %Increase in Customer Satisfaction

- Score-sales/service

- Validation