Customer Experience And CRM Executive

Customer Experience and CRM Executive

Support customer engagement and retention through effective CRM management, reporting, and customer experience initiatives. This role focuses on improving customer communications, increasing repeat business, and maintaining accurate customer data across sales and aftersales operations.

Reports to: Head of Marketing

Key Responsibilities

CRM & Data Management

Maintain customer records across CRM and dealer management systems (Keyloop, Dealerweb, Salesforce)
Ensure accurate data capture, segmentation, and GDPR compliance
Manage customer consent records and contactable databases
Support targeted marketing and customer communication campaignsReporting & Insights

Produce CRM reports and performance analytics
Monitor data quality, customer engagement, and consent levels
Provide insights to support sales activity and customer retention
Identify trends and recommend improvements or training needsCustomer Experience

Monitor customer journey standards across sales and service departments
Manage customer feedback, reviews, surveys, and CSI reporting
Track retention performance and support complaint resolution
Conduct site visits to ensure high presentation and service standardsKey Measures

CRM data accuracy
Customer satisfaction and retention
Campaign response and conversion rates
Online engagement and customer consent growthSkills & Experience

Essential

Experience in CRM, marketing, or customer experience
Automotive industry experience
Knowledge of Keyloop/CDK/Kerridge systems
Strong Excel, reporting, and communication skills
Organised, proactive, and detail-focusedDesirable

Experience with Dealerweb, Salesforce, Power BI, or Canva
Understanding of CSI metrics and customer retentionPersonal Attributes

Customer-focused and commercially aware
Data-driven and proactive
Professional communicator
Confident driving between sites when requiredTo be considered for this role, please upload your CV or contact Naomi on (phone number removed).

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