Customer Relations Manager

5 days ago

Edenvale, 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 omni-channel 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
- Co-ordinate 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 short-term sale and long-term 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 purposes¹
- Consider the science of CTA buttons¹
- Consider content personalization¹
- Consider asking for reviews¹
- Recognise CRM opportunities
- Develop roll-out 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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