CRM Enhancement Manager (Change Mgmt.) (m/f/d)

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:

• University 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

Rewards and Benefits

• 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