Customer Relationship Management & Loyalty Managers – (Job Code: VW 000155)
Positions: 10
Location – Delhi / NCR, Mumbai, Pune, Akroli, Ahmedabad, Hyderabad, Bangalore, Chennai, Kolkata & Trichy
Candidate will contribute to overarching Volkswagen Customer Relationship Management (CRM) strategy, identifying organization alignment opportunities and overseeing coordinated customer management
Job Responsibilities
CRM Strategy
  • Contribute significantly to overall CRM strategy for the VW organization
  • Develop a short and long term roadmap for strategy implementation
  • Manage implementation process & partners

Lead Management

  • Oversee and manage VW brand lead management program
  • Manage transition to new lead management partner for VW brand, if applicable (including RFP development, business requirements, vendor selection, contract negotiation and pilot)
  • Manage lead management processes at the dealer level, working with vendor/partners and CRM tools at Retail
  • Evolve current program to 360 degree view of lead activity, establishing & managing systems integration where required
  • Establish a leads metrics dashboard to analyze and report on the lead management program to management, dealers, peer groups
  • Work collaboratively with the training and sales organizations to train dealers on the new systems and processes
  • Develop an assessment tool to determine key dealer needs and improvement areas related to Lead Management
Loyalty Program
  • Develop, Implement & Manage a VW brand Loyalty strategy & related program, if applicable
  • Benchmark best-in-class loyalty programs in- and out-of-industry to understand the competition and best practices
  • Conduct Voice of the Customer research to understand loyalty benefits that are motivating to VW customers and will drive behavior change
  • Partner with VW Dealer CRM sub-committee to ensure loyalty strategy has full dealer input and support
  • Leverage CRM strategy partner to develop plan and identify change management across the organization
  • Launch loyalty program, using a phased approach
  • Maintain strong, productive working relationships with all VW Marketing colleagues (Digital, Retail, Events, Sports and Motorsports Marketing, Media, Diversity, etc.)
  • Maintain strong, productive working relationships with key internal constituencies including Product Planning, Sales, Finance, Public Relations, Purchasing, Salesperson Training, Govt. Affairs, Legal, etc.
  • Remain constantly visible among key constituencies – particularly dealers
  • Minimum 7-10 years of relevant experience in Marketing, Customer Relationship Management/Direct Marketing, Loyalty Marketing, Digital Marketing, or related field
  • Bachelor’s Degree in Business, Communications, Marketing, or Advertising
  • Proven ability to manage complex issues and quickly determine required action
  • Experience leading a business RFP/vendor selection process
  • Proven experience in managing strategy vendor and agency staff and process
  • Proven ability to manage multiple projects simultaneously
  • Ability to engender confidence while presenting to senior management
  • Ability and willingness to verbalize a point of view confidently among colleagues
  • Knowledge of lead management best practices and solutions
  • Proven ability to develop and launch a loyalty program
  • Interpersonal diplomacy
  • Experience in budget management a plus.
  • Strong analytical, strategic and creative thinker
  • Strong communication skills (oral and written)
  • Has a passion for the Voice of the Customer/the Customer Experience
  • Able to understand and balance the interests of various stakeholders (e.g., management, dealers, colleagues, agency and vendor representatives, etc.)
  • Strong organizational abilities and detail orientation
  • Experience with planning and budget management
  • Able to excel in a constantly changing environment, at times with limited direction
Desired Qualifications:
  • Master’s Degree or MBA
  • Automotive experience
  • Agency experience
Work flexibility (travel requirements, work schedule, etc.)
  • Approximately 15% travel for dealer and agency meetings
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Salary: Rs.35 lakhs + 30% on basic HRA + 40% fixed variables + Bonus + Company benefits on CTC basis
Apply Email :
Last Date: 30-08-2012


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