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CRM Enhancement Manager (Change Mgmt.) (m / f / d)
HyundaiOffenbach, Hesse, Hyundai Motor Europe GmbHVor 30+ Tagen
StellenbeschreibungUniversity Degree (Bachelor / MBA etc.) Minimum 5-10 years’ experience in a related position or specialization Global Project Rollout Experience Professional experience with Business Analysis Research / Benchmarking knowledge is required Good understanding in Salesforce solutions (SFDC Certification is preferred) Experience in data analysis and delivery the summary report Collaborative mindset - Strong teamwork, communication with stakeholders in various organizations Strong ability to prioritize and manage multiple tasks and responsibilities Excellent communication skills and a collaborative / teamwork mindset Proficiency in MS Office is required Proficiency in English (both written and oral) is required A highly competitive salary and benefits package Flexible working hours and hybrid work policy Continued learning and professional development Car sharing and car lease mobility program Daily complimentary lunch at the office canteen and subsided breakfast snacks Free access to the company gym Opportunities to join company sporting clubs including tennis, soccer, yoga and golf Highly international working environment
As a CRM Enhancement Manager (m / w / d) (Change Mgmt.), you will play a pivotal role in ensuring the successful adoption and utilization of Pan-EU CRM standards over markets. You will be primarily responsible for designing / analyzing main CRM programs which will be the backbone of CRM communications / campaigns towards end-customers with local activities. As a control tower, it is required to continuously analyze local CRM performances by its design (purpose / process / logics) and measurable results. With the given understandings, you will be leading a discussion with local CRM managers and provide potential solutions to enhance CRM performance.
We want you to :
- Design / maintain a Pan-EU Standard CRM program and check on the feasibility with +11 local markets
- Monitor / analyze the results (quantitative, qualitative) of local CRM activities and define the obstacles and insights
- Develop regular discussion materials based on the analysis, and lead in delivery & communication with CRM stakeholders in Hyundai Motor Europe & local markets
- Establish the change management plan and guideline contents for markets depends on the level of the performances and types of activities
- Develop & manage key KPIs and dashboards for monitoring effectiveness of CX and business performances
- Proactively engage in customer care management over customer channels, study to develop clear messages and pull proper customer segmentation and activation to the improve loyalty, membership, service retention and repurchase.
- Closely collaborate with EU market teams and stakeholders for new business / IT process rollout
- Lead a change management program and collect feedbacks / requirements regarding the platform.
- Communicate and align with CRM directions of HQ and translate into Pan-EU region standards.
- Support in reporting to HQ and follow up the decision makings and issues points.
- Master and demonstrate technical and operational expertise.
About you : Requirements :
Rewards and Benefits