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  • Job reference: RMS0134325

CRM Executive

  • Sector: Commercial
  • Location: Warwick
  • Job type: Permanent
  • Date posted: 28/03/2014
  • Time left:
    d h m s
This vacancy has now expired.
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The Company:
A luxury Automotive OEM based in the West Midlands. After continued growth & success there are a number of new exciting engineering projects underway and we currently have requirements for experienced engineering professionals.

The Role:
Implement and manage the Aston Martin CRM strategy to improve customer acquisition, sales conversion, customer loyalty retention and value.
The commercial awareness to implement and manage the Aston Martin CRM strategy to improve customer acquisition, sales conversion, customer loyalty retention and value
Project manage CRM improvement, drive MS AX CRM finalization/fixing in line with defined business strategy
Work closely with central functions and regional AML marketing colleagues to support tactical CRM support for marketing campaigns
Work closely with dealer development and regional colleagues for data/sharing/integration (i.e. DMS integration)
Stakeholder engagement and liaison with key deliverables of the customer experience (Marketing, Customer Care, Experiences Team, CSI, Works Service, Dealers, etc.) on strategy and programme implementation
Setting, management and reporting of CRM Objectives to measure the business impact of CRM – overall and at CRM cell level (lead CRM ZAP reporting/AX)
Overall ownership of customer data
Minimisation of orphaned vehicle and customer records
Management and improvement of data quality
Oversight and maintenance of the CRM processes
Responsible role in key CRM processes:
Lead quality & compliance oversight
Enquiries & complaints oversight
Exceptions and tailored communications management (i.e. over-writing systems-generated comms)
Ensuring “moment of truth” instances (e.g. VOR or new car; complaints) are proactively responded to & followed up
Maintenance & development of Contact Plans, jointly with central functions and regions
Requirements definition for systems enhancements/AX
Manage CRM agencies appointed during the course of strategy implementation
Line manage reports where specified
Accountability for annual CRM budget

Essential Skills / Qualifications:
Marketing or equivalent business degree / CIM diploma in marketing
Fluency in other foreign languages desirable
IT technical qualification
Hands-on practical experience in CRM, preferably in a luxury brand environment
Managed similar projects across different functions and departments successfully
Previous knowledge and experience of implementing a CRM strategy in the luxury goods arena
Experience in planning, implementing and measuring individual direct marketing campaigns
Working knowledge of MS Outlook, Excel, Word, Powerpoint, Access, OLAP & data query tools, and web content management systems
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