Objective of job (abbreviated)
1. Focus on development of CRM strategy to improve customer retention.
2. CRM cases handling & critical case settlement to reduce potential risk & negative impact for MB brand.
3. CRM case prevention and continuously process optimizing to improve customer satisfaction & retention rate.
4. Timely analyse & detect product quality issue to trigger product quality improvement.
5. Timely collect & analyse customer’s voice to support customer retention strategy implementation.
Task description
1. CRM Case Management & analysis to find out improvement area and trigger changes/ optimization towards targeted area
-Handle daily escalated complaints & support dealer to find efficient CRM solution
-Analyze escalated case taking various perspectives into account (ie. legal, PR, technical, factory etc.) & propose best solution
- Cope with all stakeholders (esp. district manger) to support dealer on fast solution
- CRM budget control & management
2. Track & opitmize CRM KPIs monitor mechanism
- Track OEM & Retail CRM KPI implementation status vai regular reporting & analysis and detect areas for improvement
- Implement necessary measures to ensure KPI achievement and enhance dealer performance & capability
- Detect improve/change areas needed on all aspects like process, dealer communication, quality issue solution etc to trigger constant optimization
3. Retail Coaching on CRM & CSI & customer retention steering
– Design & implement dealer coaching on policy, process and guidline
– Enhance dealer CRM knowledge and skillset
4. Actively initiate and organize customer research & analysis, support management to define & implement Customer Retention strategy
-Analyse all relating KPIs to understand current customer behaviour & actual needs
-Collect information of market development on customer retention measures, consolidate customer retention experiences/best practices from auto/non auto industry
-Design & implement customer study like voice of customer
-Deep dive analysis on VOC & CSI result to provide valuable output as CRM sensor to management for biz optimization
5. Support supervisor on additional projects or ad-hoc topics