Job Description
Do you have a strong understanding of automotive industry customer retention and data management as well as great excel skills? If so this unique new role with an automotive captive finance business could be for you.
As CRM Specialist you’ll be tasked with supporting the delivery of customer retention for the finance company, their dealers and the car manufacturer. You’ll provide data analysis and work on tactical initiatives to improve customer retention. Your role will be varied and involve working with multiple stakeholders including the manufacturer’s field team, their dealers, CRM providers, agencies and senior internal stakeholders.
This role would suit someone with experience working in the automotive industry – this could be with a finance company, vehicle manufacturer, dealer group, marketing agency or CRM system provider. You may have worked in CRM, marketing, product management, planning or an analytical position. Whatever your background you’ll need to demonstrate a passion for customer retention and a firm understanding of CRM systems and customer data.
Key Responsibilities
- Developing activities and campaigns to maximise customer retention
- Regular reviews and analysis of customer database to identify trends and changes
- Analyse the customer portfolio to identify opportunities for tactical campaign creation
- Create marketing campaign assets
- Work to ensure the CRM system performs to maximum effect and is continually improved
- Manage 3rd party suppliers including agencies, CRM system provider
- Review customer renewals and performance of campaigns
- Build strong working relationships with key internal and external stakeholders
- Regular reporting
- Provide support to the field teams to help them drive improvement
- Identify any risks and data breaches
About You
- Experience working in either a CRM, marketing, product management, planning or analytical position
- Experience in the automotive industry with either: finance company, vehicle manufacturer, dealer group, marketing agency or CRM system provider.
- Excellent communication and relationship building skills – able to work with multiple stakeholders
- Experience managing data and using a CRM system
- A track record creating successful campaigns
- Agency and supplier management experience
- Have a good understanding of customer retention and how to improve it
- Strong Excel skills (VLOOKUPS, pivot tables) and ability to analyse data sets
- Excellent verbal and written presentation skills
- An understanding of FCA and UK data protection regulations would be ideal
- Marketing or other relevant degree or equivalent qualification OR relevant working experience
- Be highly organised and able to plan your time effectively
- Full driving license
In return you’ll be offered a competitive basic salary, bonus, hybrid working (2 days in office) and an excellent benefits package.