Manager - CRM - Automotive

1. To improve positive word of mouth within existing customers and run customer/ employee referral programs

2. Ideate and execute CRM campaign for acquiring a new customer. Drive upsell/ Cross-sell campaigns and ensure loyalty and customer retention. 

3. Definition and analysis of CRM KPI's and ensuring monthly, weekly reporting & analysis

4. To drive operations of the loyalty programs including enrolment, points accumulation & redemptions. Ensure alliances, partnerships for loyalty programs.

5. Enforcing best practices with dealerships to drive customer data quality & improve customer profile ensure sanctity of database

6. Need to monitor & control CRM budgets, costing and ensure coordination with agency partners

7. Monitoring call centre performance & ensuring that key SLA's and KPI's are met"

8. Setting up a review mechanism and checklist for all CRM related activities including campaigns, loyalty program and call centre

9. Managing customer escalations and coordination with agencies and internal teams for resolution of issues

10.Knowledge of Sales Force or similar tools & other related CRM software's is a must

11. Competency to evaluate program ROI Experience in managing and running loyalty programs