CRM & Digital marketing
a
Total years of experience :12 years, 11 Months
The Customer Relationship Manager is responsible for the creation and development of the CRM strategy using a creative approach to secure and manage target audiences whilst delivering outstanding campaigns. Working with the Direct Sales and Marketing Managers a CRM Manager ensures a stream of high quality leads through online and email marketing, to drive acquisitions, increase conversion, improve retention and customer loyalty.
Responsible for overseeing the Reception Department and ensuring the company or corporation delivers the highest level of customer service possible. Supervises Service Advisors, trains, coaches, and mentors employees.
To respond to input from customers and support managers (complaints, praise and concerns) to help us identify better ways of providing the service, determining quick-fixes to put immediate issues right. Identify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that a longer tem solution is provided. Presenting to management team each month on headline stats and analysis with recommendations for changes Working with Support Managers to determine what is and isn’t working Undertaking customer satisfaction research to identify customer’s experience of service
a) Ensure customer awareness of all products and services available by professional presentation an demonstration.
b) Professionally sell additional products, services and repair work as appropriate to customers’ needs.
c) Promote and prospect the business as directed with confidence and commitment.
d) Seek to obtain referrals for other car owners in customers’ families and among friends and associates.
e) Advise customers of precise and where appropriate, estimated costs of repairs and work to be undertaken.
Advise on predicted completion times and collection arrangements.
f) Ensure proper qualification and total understanding of customer needs and requirements.
g) Satisfy customers’ needs through making additional products and services available to them.
h) Communicate effectively both in person and by telephone so as to keep all customers fully advised as to
the progress of repairs and services.
i) Strive to delight customers in every aspect of their contact with the Service Departments of JCT600.
Initiate service documentation, job card production and update customer records and follow-up systems.
k) Record customer prospect details accurately and in accordance with Data Protection Acts.
l) Document all warranty work as per manufacturers’ requirements and dealership policy.
m) Update customer and vehicle history files to ensure total accuracy.
n) Ensure account customers have sufficient credit to enable all work advised to be carried out as agreed.
o) Ensure all work has been carried out as detailed and charged for.
p) Ensure all cash sales are charged and money collected on completion of work. In the event of cash not being
collected, liaise with Service/ After sales Manager to obtain authority to release vehicles.
.
a) Ensure customer awareness of all products and services available by professional presentation an demonstration.
b) Professionally sell additional products, services and repair work as appropriate to customers’ needs.
c) Promote and prospect the business as directed with confidence and commitment.
d) Seek to obtain referrals for other car owners in customers’ families and among friends and associates.
e) Advise customers of precise and where appropriate, estimated costs of repairs and work to be undertaken.
Advise on predicted completion times and collection arrangements.
f) Ensure proper qualification and total understanding of customer needs and requirements.
g) Satisfy customers’ needs through making additional products and services available to them.
h) Communicate effectively both in person and by telephone so as to keep all customers fully advised as to
the progress of repairs and services.
i) Strive to delight customers in every aspect of their contact with the Service Departments of JCT600.
Initiate service documentation, job card production and update customer records and follow-up systems.
k) Record customer prospect details accurately and in accordance with Data Protection Acts.
l) Document all warranty work as per manufacturers’ requirements and dealership policy.
m) Update customer and vehicle history files to ensure total accuracy.
n) Ensure account customers have sufficient credit to enable all work advised to be carried out as agreed.
o) Ensure all work has been carried out as detailed and charged for.
p) Ensure all cash sales are charged and money collected on completion of work. In the event of cash not being
collected, liaise with Service/ After sales Manager to obtain authority to release vehicles.
.
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