Customer Loyalty Specialist

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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.

 

Tasks

  • System administration of CRM related systems such as C@P, C@P Marketing & C@P Marketing Manager and BIC to ensure professional use at Dealer level. Responsible for 
    system maintenance, development and integration into the omni-channel ecosystem in cooperation with PAG, relevant PBR departments and supporting agencies. Ensuring 
    data quality through continuous training on the system at Dealer level and supporting dealers in process improvement. Preparation of standard and ad-hoc reports for the 
    relevant PBR departments as well as for the dealers.
  • Responsible for all CRM-related customer loyalty activities as part of PBR CPM strategy incl. coordinating the customer service operation, improvement of the 
    customer experience and loyalty programs to support PBR Sales, After Sales and Marketing departments in target achievement and guide PBR dealers in their 
    customer loyalty activities on retail level respectively. Steering of the customer service team (CIC).
  • Responsible for customer insights activities and analysis. Implementation of future touch points to gather feedback aiming for continuous enhancement of the customer journey and satisfaction.
  • Responsible for consistent CRM and customer satisfaction goodwill budget administration to ensure appropriate and sufficient planning & utilization.
  • Support the CRM Manager on operational projects, offsite as well as onsite trainings and conferences, endeavour and coordinate future potentials with PBR departments. 
    (e.g. Sales, After Sales, Marketing, Network Development and Finance) in order to further develop the PBR CPM strategy in line with the Porsche 2030 strategy. 

Qualifications

Education

  • Bachelor’s degree in Business Administration, main subject Marketing/IT or related areas.

Experience

  • >5 years of working experience in Marketing.

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 

Organisation: 
Porsche AG