We are looking for someone to manage and oversee all CRM activities for the Middle East & Africa Region including CRM systems development of a comprehensive reporting, as well as development and implementation of conquest and loyalty strategies to increase business opportunities and maximise customer retention. You will oversee and monitor the impact and success of the RR regional client engagement efforts made by RRMC and its partners. CommunicatIon with selected clients to ensure they get the best experience is also a key responsibility.

Nature and scope of the main accountabilities:

Client Enquiry Management:

• Assess and resolve customer enquiries generated through variety of sources including; Website, Digital Paid Media, Social Media and Phone Calls.
• Manage the leads and enquiries generated through marketing activity. First contact to leads and ascertain their interest. If qualified as an opportunity then these will be passed on to the dealer to continue communications.
• Design contact plan for incoming leads to follow up with call / emails.
• Use Whispers App to communicate with clients where appropriate.
• Ensure communications are consistent with best-in class service.
• Research background of enquiry.
• Actively listening to the clients’ needs while putting them at ease, establishing rapport, delivering vital and important case-specific information concisely, and ensuring that they have a positive interaction with the brand.
• Collaborate with the regional field teams and dealer network personnel.
• Client Event Management:
• Use Data Science and Salesforce analysis to identify clients who to invite to Regional and Dealer events.
• Manage invitation process for Regional Office Events responding to clients to confirm attendance.
• Work closely with Regional Marketing Manager on Digital Paid Media campaigns to set up reporting to analyse results.
• Plan and implement training in cooperation with CR-V-C-4 and CR-V-C-3 to ensure that RRMC field staff and RRMC Dealer personal are adequately trained.
• Gather, analyse and review data to improve CRM / Salesforce to ensure a system that region and dealer staff support and utilize.
• Define and agree the CRM system strategy to ensure that future requirements are understood and planned.
• Cooperate with global Data Science & Analytics Manager to help execute RRMC research studies, data, customer contact and reporting of results.
• Ensure that all Direct Marketing and Communication campaigns support opportunity generation and sales targets: work closely with Sales Operations to promote respective campaigns throughout the year.
• Support dealers with their individual communications efforts with regards to the Salesforce tool Distributed Marketing.
• Regional Director and Regional Client & Brand Manager, alignment, feedback and reporting.
• Assess and resolve client enquiries generated through variety of sources.
• Time management and prioritisation due to multiple stakeholders.
• Balancing strategic long term regional CRM strategy with daily business critical activities
• Flexibility in approach and cultural sensitivity and understanding across numerous countries throughout the region.
• Convincing dealers to trust data science.
• Business infrastructure change and multi-franchise dealer network.

You willl need:

• A relevant degree (ideally Business or Marketing).
• Significant experience within the automotive industry.
• CRM experience.
• A background in Marketing Communications.
• Good presentation skills.
• Full understanding of strategy development and system management (Salesforce and Tableau).
• Good understanding of dealer retail environment and dealer process from a CRM perspective.
• Call Centre experience would be beneficial.
• Adaptability and can do entrepreneurial attitude.
• Exceptional attention to detail.
• Project management and project team experience a plus.

This role is based in the Dubai so you would need to be able to relocate unless you are already living there.