ASSISTANT CRM MANAGER – MERCEDES BENZ – KUWAIT, AL MULLA AUTOMOBILES CO.
JOB NO:
LOCATION: AL RAI, 4th RING ROAD
MERCEDES BENZ – KUWAIT
As an automotive pioneer, Mercedes-Benz is one of the most celebrated and admired marques, amongst the luxury automobile brands in the world. It adopted the phrase ‘The best or nothing’ as its global brand slogan. The company has different locations spread across Kuwait to accommodate its valued customers.
Job Overview: Plan, implement and manage Customer Relationship Management (CRM) and direct marketing initiatives for the Automotive Luxury Brand Division towards increasing sales and improving customer satisfaction and retention.
Responsibilities & Duties:
• Design CRM initiatives that are advantageous to one or more automotive departments and may catalyze sales growth and improve customer satisfaction and retention through various activities including Call Center Management
• Prepare preliminary business case for each CRM initiative by highlighting its alignment with automotive business strategy and potential for creating value through the proposed initiative
• Assist Senior Management in prioritizing and finalizing CRM initiatives by presenting them with cost-benefit analyses and recommendations based on the same
• Develop & implement plan and detailed guidelines for CRM initiatives in close coordination with internal departments and external agencies.
• Liaise with requisite external agencies to assist in the development of IT-based CRM solutions by providing them details of deliverables required and Organization’s system features
• Analyze existing customer information captured through existing CRM initiatives and present trends of customer segmentation, customer spends, customer retention and changes in customer preferences based on analysis of the same.
• Liaise with IT Department to facilitate system development and software compatibility as may be required.
• Coordinate with IT Department in developing and maintaining a central customer database across all automotive departments
• Analyze historical sales data to identify target samples for CRM activities aimed at understanding customer behavior, feedback and develop various alternatives detailing multiple channels and related costs that may be employed to reach the target audience.
• Undertake requisite attempts /inquiries to handle customer complaints in a prompt and effective manner and as per company policies and practices and escalate cases to his/her superior if required through all touch points and channels by monitoring and improving data quality.
• Maintain proper ownership of existing accounts, leads, contacts, opportunities, and other customer objects.
• Design integrated Direct Mailer packages for Vehicle Sales Department employing various channels i.e. direct mails, e-mails, MMS/ SMS etc. with the support of external agencies
• Develop databases of target direct mail recipients chosen based on sales promotion strategy; ensure effective distribution of the direct mailer to the identified target audience
ABOUT US
AL MULLA AUTOMOBILES CO
Al Mulla Automobiles Co. is a subsidiary of Al Mulla Group, which is a leading and diversified privately held business group with over 15,000 employees, over 40 different Group companies and subsidiaries. The Group has operations in Kuwait, Iraq, Oman, Bahrain, the UAE, Qatar, India and Egypt with further plans under way for expansion in other areas in the Middle-East and Europe
Job Details
| Posted Date: | 2019-04-02 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Automotive |
Preferred Candidate
| Career Level: | Management |
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