CRM Manager (m, f, d)

The CRM Manager will be responsible for driving the smooth functioning and success of the organization by implementing strategies that maintain high-quality data, managing customer relationships effectively, and enhancing customer experiences. Additionally, the role involves optimizing sales processes, conducting market research to identify trends and opportunities, and ensuring customer satisfaction through data-driven insights and proactive engagement.

C@P

• Introduce C@P system to the market, establish it at dealer level;
• Maintain the system and user administration, Data Quality Management, Dealer Training, Complaint Management tools, DMS interfaces, reconciliation of internal and external databases, data cleansing;
• Ensure up-to-date accurate customer data, security of customer and prospect data and compliance with data protection regulations;
• Generate a monthly summary report, including the analysis of key activities and performance metrics for each dealership.

Customer Relationship Management

• Educate users on most efficient and accurate use of data, ensuring link between Sales and Aftersales (internally and at dealership level);
• Serve as the primary point of contact for managing and distributing customer engagement programs, including the development of mailings, direct communications, targeted contact lists, and related activities;
• Organize Marketing Campaigns in C@P for targeting, prospecting and retention, including analysis of conversion or retention ratios;
• Develop customer contact strategy, covering all relevant customer touchpoints;
• Maintain understanding of Porsche customers demographics and database;

Customer Care and Satisfaction

• Manage and operate customer care and communication program, ensuring that prospects and customers receive targeted and regular communication with Porsche;
• Establishment and handling of Purchase and Service Satisfaction Surveys (ePSS/SSS);
• Establish and manage reliable and customer focused complaint management processes at all levels;
• Overlooking processes of customer complaint cases and goodwill budget management in tandem with external Customer Interaction Center provider.

Sales Funnel and Market Research

• Provide a robust system basis to manage the sales funnel by integrating all prospecting channels into a structured tracking and follow-up process;
• Conduct regular analysis of sales funnel indicators to support Regional Managers in optimizing dealer-level processes;
• Support market research activities through provision of reliable customer data as well as measure identification.

Education

• Bachelor’s degree in Business Administration or related areas, preferably with a focus on customer care / CRM.
• Master’s Degree (preferred) or MBA.

Experience

• 8+ years of experience in Marketing and CRM, focusing on high-involvement product marketing.
• 3+ years of leadership experience.

Competencies:

• Communicative;
• Proactive;
• Relationship Management;
• Flexible and Adaptable;
• Analytical mindset and data driven approach.

Skills:

• Excellent verbal and written communication skills;
• Fluent in English (written and verbal);
• Ability to manage multiple tasks;
• Ability to prioritize and adaptable to change;
• Highly organized – strong attention to detail;
• Problem Solver;
• Team oriented working attitude and intercultural understanding.

Work environment: Position is based in Sao Paulo, SP
On site work - São Paulo Office