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CRM Coordinator- Dealership

3 months ago

Johannesburg, Gauteng, South Africa Platinum Engineering Specialists Full time

CRM Coordinator

Main Purpose of the Role:

  • Optimizing and implementing the elected business CRM software program to market effectively to current and potential customers.
  • To analyse buying trends or customer activity to improve sales.
  • Using the elected CRM software program to improve potential and existing customer relationships.

Reports to:
Marketing Operations Manager.

Internal Team Interaction:
(Information, support, advice): Within own division and across organisation:

  • exchange of information, advice, support, persuasion, negotiation

External Team Interaction:

  • Suppliers, service providers, endorsees & ambassadors, dealers, customers, media: exchange of information, support, advice, persuasion

1. CRM Marketing

  • Targeting customers according to their stage in the customer journey with relevant and tailored marketing campaigns or messages.
  • Customer surveys to CRM driven social media campaigns.
  • Proficiency with Microsoft Dynamics 365 and Microsoft Dynamics 36
  • Marketing module as the elected business CRM tool.
  • Use the elected business CRM tool to create audience segments to target the relevant cohorts with targeted campaigns.
  • Create and execute customer acquisition/engagement strategies in line with marketing and company objectives.
  • Adopt a test and learn approach to campaign development, carry out regular A/B and multi variant testing.
  • Utilize analytical tools, both within the elected CRM tool and within Google Analytics to conduct regular post campaign analysis for reporting purposes pertaining to ROI.
  • Act as the go between, between the marketing team and commercial sales teams with reference to prospect and lead management processes.
  • Responsible for the coordination and management of the sales funnel in relation to internal teams, company owned dealerships as well as external dealer networks.
  • Establish workflows and standards for entering data into CRM.
  • Identifying ways to improve the usage of CRM.
  • Initiating the automation of marketing related tasks and responses.
  • Analysing market reports to determine what kind of trends the business should respond to.
  • Writing manuals and teaching staff how to use the elected business CRM tool.
  • Encouraging customer conversion and maintaining existing customer relationships through the use of marketing material.
  • Maximize the use and functionality of the elected business CRM tool.
  • Ensure that appropriate and effective messaging is taken to market.
  • Ensuring that all POPI Act principals and pillars are upheld and adhered to.
  • Effective database management and reporting.
  • Lead management to encourage conversion.
  • Upskilling marketing team members on CRM best practices and skills.

2. Contribution to Strategy

  • Contribution to the creative execution plan for marketing strategy at large
  • Optimise market penetration and market share.
  • Maximise brand/product exposure.
  • Drive conversion rates

3. Administration

  • Management of relationship between the business and the elected business CRM software service provider.
  • Keep records of meetings, agreements and discussions.
  • Administrational support as required by the Operations Manager, including but not limited to: reporting and budget preparational input.
  • Quantitative reasoning: the justification of activities and spend through the gain of data.
  • Ensure that relevant data is collected from all marketing initiatives for ingestion into the company CRM system stays abreast of relevant marketing & digital marketing trends, changes, platforms and technologies and ensures proficiency therewith.
  • Stays abreast of tech changes and improvements to the elected business CRM tool.
  • Time management essential
  • Driving accountability of the service provider to maximize effectiveness of the elected software tool.
  • Accurate and complete Adds value & capacity to division Leverage of new tech to achieve company objectives and drive conversions.

4. Teamwork

  • Assist Aftersales team with administration requirements
  • Compile service bulletins as per Technical Manager's requirements
  • Compile warranty bulletins as per Warranty Manger's requirements
  • Forwarding Dealer communication
  • Maintaining and updating the general OneDrive information for dealers.
  • Send out daily parts sales status reports to Aftersales Managers.
  • Assist with the Safety Health and Environment processes and procedures'.
  • Assist with adhoc aftersales functions and duties required
  • Team objectives achieved.
  • Execution of all tasks to Highest level. Cross functional team outputs

5. Minimal Acceptable Standards

  • Minimal acceptable standards are enforceable for this role.
  • Signature of mínimal acceptable standards indicates the role player's acceptance of mínimal requirements in terms of the execution of the role relating to performance and required skill sets.
  • Disciplinary process will be followed should the role players performance not meet the mínimal acc