Job Purpose

• To lead and manage all CRM & CVP activities, work closely with Customer Care, Sales, Aftersales & Marketing teams in order to develop and maintain a customer-focused approach and to ensure maximum customer satisfaction and better ROI on Customer Lifecycle Management initiatives in accordance with AJVA’s set policies and procedures.

KEY ACCOUNTABILITIES & ACTIVITIES

• Implement the day-to-day operations assigned for his area to ensure compliance with the established standards and procedures.
• Identify opportunities for continuous improvement of systems, processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.
• Preparation of timely and accurate reports related to CRM & CVP to meet company and department requirements, policies and standards.
• Provide consultation and support to Customer Care Team in managing their day-to-day business related activities not limited to CRM Infrastructure software/hardware support in order to ensure efficient & effective resource planning and implantation of business-related strategies.
• Plan & Implement CRM based activities and Customer Lifecycle Management initiatives in line with business requirements of Sales, After-Sales, & Marketing departments to develop and implement new programs and ensure existing programs are optimized.
• Plan, implement & run a central information hub for Inbound / Outbound customer interactions program in order to develop and maintain a full fledge customer database.
• Manage the ongoing roadmap and maintain/develop the CRM system to ensure optimal lead management and Customer Profiling.
• Define and updated CRM processes and infrastructure in coordination with IT department in order to rectify errors/loopholes and to keep the CRM solutions up to date.
• Plan and implement data cleansing procedures, profiling, data mining, monitoring and reporting in order to ensure accurate Customer Database Management.
• Lead Loyalty programs by defining and updating program contents, activity planning, newsletters, website contents, network development, customer profiling, and activity reporting.
• Manage the planning, organizing and control of new CRM initiatives & projects in order to ensure that the project cycle is completed meeting agreed project parameters (cost budget, timelines, scope and quality), standards and objectives.
• Plan, design, conduct & monitor Original Equipment Manufacturer (OEM) Customer Satisfaction Measurement Program (CVP) surveys and report corrective actions.
• Manage, monitor, report and follow-up survey performance in accordance with the Original Equipment Manufacturer (OEM) dealer standards and guidelines.
• Organize and supervise the activities and work of subordinates to ensure that all work within a specific area and ensure all Call center activities are carried out in an efficient, procedurally & compliant manner in line with set business objectives.
• Provide formal and informal feedback to subordinates in order to ensure their continuous development.
• Develop technical & theoretical training plan for the Call center and Teleservice teams based of industry best practices in coordination with the Department Director and HR department to ensure and teams are up to date with maximum work efficiency.
• Implement approved departmental policies, processes, procedures and provide instructions to subordinates/team members and monitor their adherence so that work is carried out in a controlled manner
• Ensure compliance to all relevant safety, quality and environmental management policies, procedures and controls across the section in order to guarantee employee safety, legislative compliance and a responsible environmental attitude

JOB SPECIFICATIONS

• 8 - 10 years relevant experience in direct marketing environment including at least 4 years in positions of progressively increasing managerial responsibilities
• Bachelor’s degree in Marketing
• MBA or equivalent post-graduate qualification from a recognized business school