Deputy Manager - Customer Relationship Management - Auto

A leading automobile organization is looking for Deputy Manager-CRM for its Sales and Marketing team. Interested candidates must apply in confidence by 5th November, 2015

CRM Manager will be part of CRM organization that should have the ability to track and measure customer transactions across multiple stages of customer ownership and contact the right customers with highly relevant offers and messages to drive customer satisfaction, improve retention and increase sales.

This is a marketing role driving CRM initiatives within the organization.

CRM Manager will be responsible for driving continuous learning and improvement over a period of time by focusing on following :

- Data Management : Design and build required data repositories

- Customer Segmentation : Build customer segment and profiles, customer clusters and generate BI dashboards

- Strategy Formulation : Establish customer segment engagement strategy

- Campaign Creation : Generate CRM insights driven campaign to foster value migration

- Campaign Execution : Deliver campaigns through most relevant channels and touch points

- Performance Measurement : Measure and adjust to optimize results

CRM Manager will focus and drive following existing business initiatives :

- Customer Data Management

- Customer Satisfaction Survey

- Customer Complaints Management

- Customer Campaign Management

- Telemarketing/ Online Marketing

Going forwards he/she will also play a pivotal role in driving following envisaged business initiative :

- Customer Referral

- Value Assessment Analytics

- Customer Loyalty

- Customer Engagement for Key Accounts Management

CRM Manager will be responsible for following activities :

- Identify CRM objectives which are aligned with overall business objectives

- Analyze data to generate insights

- Understand customer pain points across functions

- Identify and plan the initiatives in coordination with functional SPOCs

- Take responsibility to execute them in collaboration with the functional team

CRM Manager should ideally be with prior business/ functional experience with ability to coordinate with cross functional representatives from Sales, Service, Spares and Marketing functions.

Qualification :

- Preferably Engineer with MBA. Throughout 60% and above in all qualifying examinations are mandatory.

Desired Experience :

- Marketing profile with 6-8 years of experience in customer facing role with experience in driving customer acquisition, retention and satisfaction

- Good project management skills with an ability to interact with and motivate others to succeed on several fronts simultaneously

- Process assessment, design as well strong experience in data analysis to derive customer insights and using them effectively for customer relationship initiatives