CRM/Customer Loyalty Specialist (m, F, D)

CRM/Customer Loyalty Specialist (m, f, d)

Tasks

The Customer Loyalty Specialist plays a crucial role in ensuring our customers are satisfied and their interactions with our brand are seamless and positive. Responsibilities include managing system administration tasks such as dealer improvement, training, and support. Additionally, this role involves conducting CPM-related customer loyalty activities and supporting the Customer Interaction Center (CIC) management to enhance experiences. Key skillsets include gathering and analyzing customer insights, administering budgets related to programs and initiatives, and providing support to CPM operations.

CRM System Administration

• Manage CRM-related systems to ensure effective usage and seamless integration within the organization’s omni-channel ecosystem.
• Collaborate with internal teams and external partners to maintain system functionality, drive improvements, and ensure data quality.
• Provide training and support to internal and external stakeholders to enhance system adoption.
• Prepare regular and ad-hoc reports for decision-making at both corporate and dealership levels.

Customer Loyalty

• Coordinate and oversee customer loyalty programs in alignment with organizational goals.
• Act as a key contact for the customer service team, providing guidance, training, and support.
• Drive initiatives to enhance the customer journey, gathering feedback to continuously improve satisfaction and loyalty.
• Conduct customer insights activities to gather actionable feedback.
• Implement innovative touchpoints and processes to enhance the customer experience.

Resource Planning and Team Collaboration

• Administer the CRM and customer satisfaction goodwill budget, ensuring resources are planned and utilized efficiently.
• Work closely with various departments such as Sales, Marketing, After Sales, and Finance to align CRM initiatives with overall business objectives.
• Support the CRM Manager in operational projects, including training sessions and strategic development workshops.

Qualifications

Education

• Bachelor's degree in Business Administration (with a focus on Marketing or IT), Marketing, Engineering, or related fields.

Experience

• >5 years of working experience in Marketing.
• Prior experience in the luxury or automotive segment will be considered a plus.

Competencies:

• Communicative
• Relationship Management
• Flexible and Adaptable
• Planning and Organization
• Initiative and Creativity
• 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
• Creative and analytical thinking skills
• 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