Customer Relations Manager

2 weeks ago


Edenvale, Gauteng, South Africa Motus Corporation Full time
Retail Marketing Head Office currently holds a vacancy for a Customer Relations Manager.

Position Overview:

  • Database Management
  • Develop database strategy
  • Ensure POPIA Compliance (communication and storage)
  • Ensure permission to market rules around 3rd party data contacts (e.g. user submitted lead through AutoTrader)
  • Agree database storage solution; Agree Database / CRM supplier
  • Migrate all existing databases to one supplier
  • Discover any potential contact lists (e.g. Autobid)
  • Database cleaning and maintenance
  • Monitor and manage contact lists in conjunction with supplier
  • Develop contact categories / lists in conjunction with supplier
  • Structure database according to contact profiles (e.g. belonging to hatchback profile) and contact user journey status (e.g. unsubscribed) and franchise / dealer association tagging in database; consider rules around duplicate contacts (agree unique identifiers method of lead submission may sometimes only have a cell number)
  • Score or rank contacts (related to website engagement i.e. events)
  • Develop database reports
  • Cement database security and privacy
  • Determine database _usage_ rules
  • Determine _user_ rules and authority levels

Specific Role Responsibilities:

  • Agreement, appointment of and liaison with CRM suppliers (creative, content, execution)
  • Agree CRM software to be used for the future
  • Agree the chosen brand of communication
  • Develop comprehensive plan of all Motus Retail CRM touchpoints / messaging (who sends out what franchise vs centralised CRM)
  • Develop central CRM strategy
  • Integrate user journey (Journey types)
  • Create an omnichannel approach
  • Integration with media (campaign process plan)
  • Integration with triggering events and user behaviour on website
  • Integration with lead submission actions
  • Integration with CRM communication actions (e.g. clicked CTA button on mailer or WhatsApp link)
  • Develop annual content plan
  • Coordinate content with media / social / publisher content
  • Determine objectives of individual messages
  • Consider life stages and micro moments
  • Consider personas
  • Develop lifecycle plan
  • Develop artwork and content (Static artwork, video content, GIF content)

Qualifications and Experience:

  • Subject lines understanding the science thereof
  • Develop messaging and content
  • Nurture towards shortterm sale and longterm retention
  • Include remarketing messaging and content
  • Consider communication to obtain permission to market from 3rd party data contacts (e.g. user submitted lead through AutoTrader)
  • Consider timing delays and frequency
  • Include social media sharing buttons for SEO purposes
  • Consider the science of CTA buttons
  • Consider content personalization
  • Consider asking for reviews
  • Recognise CRM opportunities
  • Develop rollout plan and timeline
  • Implement central CRM strategy
  • Develop CRM reports (e.g. Distributed, Opened, Clicked, Unsubscribed etc)
  • Identify targets and key success factors
  • Write rules around leads and sales attribution
  • Gather key learnings and insights from user behaviour on website and CRM mailers
  • Identify trends, benchmarks and best practice
  • SEO

Skills and Personal Attributes:

Skills and Expertise Required:

  • Client relationship management
  • Conflict resolution
  • Good Communication skills
  • Strong networking skills
  • Teamwork
  • Customer service


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