Purpose & Key Responsibilities<\/p>\n
\tThe CRM Manager is responsible for all BMW GROUP SF Customer Relationship Management as well as below-the-line activities and the alignment and integration within the organization (Marketing, Sales, Operations and NSC CRM, NSC Marketing & Retailer network). The key role is to drive customer retention through the Customer Journey, campaigns, and loyalty offers. Retention is driven through eMaster, and the CRM specialist is responsible for this platform as well as the performance & training of the CRM specialists at the Retailers.<\/p>\n
Key accountabilities of the function<\/p>\n
\tDrive retention & loyalty within the Retailer Network, SF & NSC
\n\tSupport the implementation of Loyalty through the Retailer network & across all business lines
\n\tMaintain close relationship Retailer network staff like DP\u2019s \/SM\u2019s\/CRM\u2019s \/F&I\u2019s. Provide Retailer support & reports to further enable the Retailer to perform retention
\n\tWork closely with V-2 & SF Regional Manager to drive CSC, 4S & overall retention
\n\tProvide training & development to Retailer Retention Staff, SF & NSC Regional Managers
\n\tReview Retailer performance on a monthly basis providing reports and insights to Management to drive performance
\n\tDrive awareness and understanding of Retention, 4S & CSC through the entire organisation at relevant forums, meetings, conferences & newsletters
\n\tImplementation of Global BMW Group CRM standards to ensure strategic alignment of retention topics
\n\tEnsure close cooperation and collaboration of NSC & SF global CRM departments.
\n\tDevelopment of new concepts & programs for CRM as well as definition of relevant target groups including Drivers Club
\n\tDevelopment and implementation of CRM measures in alignment with all relevant stakeholders in order to achieve yearly sales target.
\n\tDevelopment of content in alignment with NSC & SF Marketing, including the setting of \u00a0lead targets, joint synchronised campaigns as well as shared services for campaigns
\n\tExecution of standardised retention\/loyalty programs according to strategy annual activity plans & Marketing concepts
\n\tExecution of customer care measures according to retention\/loyalty strategy, annual activity plan & customer feedback
\n\tDeriving Retention\/loyalty\/Conquest measures based on LRP\/Budget\/Key figures & reconciling with the NSC
\n\tManage the BMW Group SF Customer lifecycle, lead generation & nurturing processes
\n\tPlanning of budgets and resources for CRM activities\/measures
\n\tManage the internal customer working group & drive implementation of initiatives.
\n\tLiaise with NSC, Retailer Network & SF Sales to ensure alignment on all CRM activities
\n\tWork with SF & NSC Sales & Marketing for the development and execution of CRM customer activities
\n\tLiaise with support functions like Operations\/Legal\/Compliance to ensure alignment
\n\tManage the SF CRM tools\/platform(eMaster) including ongoing enhancements
\n\tRetailer Network training & development<\/p>\n
Educational Background \/ Professional Knowledge and Experience \/ Other Skills<\/p>\n
\tBachelors Degree
\n\t3-5 working experience in a similar role within Financial Services & Motor Industry
\n\tCRM-System experience
\n\tAnalytical skills
\n\tCustomer centricity
\n\tProblem solving
\n\tCommunication & interpersonal skills
\n\tConflict Resolution
\n\tNegotiation skills
\n\tBusiness Presentation skills<\/p>\n
Apply via company website ( ) or<\/p>\n
www.bmwgroup.jobs<\/p>\n
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