CRM Consultant

Salary: £28000-£32000 D.O.E

Industry: Automotive

Job Type: Permanent

Location: West Midlands

Reference: 28791sw

Expiration date: 26 April 2018


This position supports the AM Central & Regional Teams and Global Dealer Network and has responsibility for all aspects of the day to day running of the AM CRM system. This person will coordinate the delivery of all prospect & customer email communications and will be responsible for monitoring and reporting on prospect & customer acquisition, sales conversion, customer loyalty and the customer engagement experience. In addition, they will be responsible for reporting on the ROI of the various campaigns. This position will be the key contact for all internal teams and dealers for any day to day CRM queries and requests for support. An advocate for Salesforce, This role is responsible for ensuring that AM CRM is constantly evolving and reflects industry best practice.

Key Responsibilities & Tasks:
• Point of contact for all day to day enquiries relating to CRM, lead management, campaigns, etc. for Aston Martin global dealers and internal colleagues
• Responsible for CRM aspects of lead generation, sales conversion, sales process, customer loyalty and ROI reporting
• CRM specialist with internal central functions and regional colleagues to proactively drive adoption of Salesforce across the business
• Create training and communication assets to support adoption of AM CRM solution amongst the global dealer network
• Consult with Email Marketing team to develop customer communications & processes that support AM’s business objectives
• Act as consultant to advise internal stakeholders on the customer experience to support delivery of AM CRM Strategy (Marcom, Brand Comms, Launch Strategy, Product Strategy, Client Support, Global Dealer network, etc.)
• Measure the business impact of the communication plans via tailored reporting
• Responsible for creation and management of all CRM reporting
• Responsible for customer data accuracy and cleansing processes
• Work with Legal team to deliver policies & processes that comply with legislation
• Responsible for defining and automating key steps in the Customer Journey:
• Execution of tailored communications to ensure appropriate engagement of AML with all contacts, aligned with dealer contact strategies            
• Ensure that an agile approach to AM’s CRM strategy is adopted to address specific business needs as they arise (I.e. customer satisfaction / reacting to customer survey results)
• Requirements input for systems and process enhancements
• Management of Creative & Technical agencies
• Liaise with Marcom and manage IT working relationship/deliverables in systems changes
• Empower senior management and leaders of business areas to self-report – allowing full transparency on sales/marketing activity and ROI
• Drive adoption of Dealer & Regional Marketing Plans
• Drive culture of constant improvement in AM CRM practice and process
• Act as subject matter expert for Salesforce CRM and Marketing Cloud within AM
• Ensure that AM maximise investment made in Salesforce products and adopt relevant updates in a timely manner

 

Qualifications & Experience:
• Marketing or equivalent business degree / CIM diploma in marketing or business/ economics/project management qualification or. Business/Economics/Management senior qualification
• Fluency in foreign languages desirable
• Salesforce ADM 201 certified
• Salesforce Marketing Cloud certified
• Other Salesforce certifications
• Experience as a Salesforce Administrator
• Hands-on practical experience in CRM systems and processes, preferably in a luxury brand environment in a commercial function
• Experience of successful execution of marketing campaigns in an international context
• Previous knowledge and experience of working in cross-functional teams
• Experience of planning, implementing and measuring ROI of individual direct marketing campaigns via simple, highly visual report
• Thorough knowledge of MS Outlook, Excel (including pivot tables, chart creation), Word, PowerPoint, Access, Lead Management, campaign systems.
• Proven project management, dealer & cross functional influencing skills
• Previous knowledge and experience of running CRM and communication programmes within the luxury and/or retail sales sector
• Excellent verbal and written communication skills, - able to influence/negotiate with senior management & stakeholders
• Working knowledge of marketing best practices
• Proven project management & cross functional skills
• Excellent organisational skills with an analytical approach to problem solving
• Previous experience of managing agencies & third parties
• The capability and commercial awareness to identify opportunities to improve conversion, retention and repurchase rates
• Analytical and reporting skills to measure business impact of CRM activities (ROI)
• Team player, self-motivated and focused on results with good organisational and negotiation skills
• Possess the drive and passion to positively affect culture change and gain buy-in of all stakeholder groups
• Excellent attention to detail
• Proactive and flexible approach to a constantly developing environment
• Capable of working as a part of a small team and to work cross functionally to deliver goals
• Committed to delivering – rolling sleeves up to identify solutions and get the job done