CRM Manager Sales
4 days ago
1. CRM Strategy & Leadership
a. Develop and implement dealership-wide CRM strategy aligned with Toyotas standards.
b. CRM planning in consensus with the leadership team across functions.
c. Oversee CRM Sales team and ensure consistent lead management practices.
d. Define KPIs and monitor performance across customer journey touchpoints.
2. Customer Lifecycle Management
a. Design and manage customer journey maps (Pre-sales to Sales to Post-Sales).
b. Drive retention programs, loyalty initiatives, and referral campaigns.
c. Manage customer lifecycle communication to increase customer conversion and retention.
d. Ensure personalized communication across channels (email, SMS, WhatsApp, social).
- Data & Analytics
a. Maintain data integrity and oversee CRM database hygiene.
b. Generate dashboards for management on lead funnel, conversion, and retention.
4. CSI, Customer Experience & Feedback
a. Implement OEM standard operating procedures to capture customer feedback at various stages in sales process (like test drive feedback, feedback on overall sales experience etc)
b. Implement Complaint management process as per OEM guidelines.
c. Establish feedback loops (surveys, NPS, CSAT) to measure satisfaction.
d. Drive action plan to minimise complaints and reduce complaint resolution time.
e. Implement corrective actions based on customer insights.
f. Ensure quick resolution of escalated customer complaints.
5. Compliance & Governance
a. Ensure CRM practices comply with data privacy laws and Toyota dealership guidelines.
b. Audit CRM processes regularly for accuracy and compliance.
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