POSITION/TITLE : NSA CRM & Lead Management Co-ordinator
GRADE : EVP-97
DIVISION : Africa RBU CCL & CMM
DEPARTMENT : Sales and Marketing
PURPOSE / DETAILS OF THE JOB
The role of the CRM & Lead Management coordinator is a support function to the CRM manager and customer experience team. Key responsibilities are to oversee and manage the customer journey across prospective and current customers supporting a seamless customer experience. The role is directly linked to supporting Nissan Africa’s vision and mid-term plans to build maturity within lead management, direct communication and retention, through strategic initiatives, process and governance.
QUALIFICATIONS & EXPERIENCE
Bachelor's Degree in Marketing / Communication, or equivalent.
Minimum of 3 – 5 years’ experience in CRM strategic plus campaign management, Lead Management, Data Analytics and a must have of CRM systems skills (Salesforce)
MAJOR ACTIVITIES
Main tasks and responsibilities:
- Support development of Customer Relationship Management (“CRM”) programs, plans and strategic direction
- Central control of direct communication to supporting cross functional CRM execution ensuring best practice & governance
- Lead the CRM direct market strategy, & campaign management (Across prospecting, sales, onboarding, retention & advocacy) (creative guidelines, deployment and measurement.
- Conduct vigorous testing of all customer communication before campaigns are executed
- Implementation of business rules to ensure POPIA compliance is met across the board for all prospect as well as existing customers.
- Implementation and management of campaign tracking to measure campaign ROI.
- Establish and implement best practices with regard to CRM Lifecycle. (Implementing new communication solutions for continuous measurable ROI improvements)
- Build a POPIA countermeasure strategy to increase the number of opt-ins and reduce the opt-out rates.
- Understand industry standards for omni-channel marketing and measure key performance indicators for all CRM initiatives.
- Managing lead management across multiple customer segments
- Support in contact centre lead agency & dealer lead performances metrics to meet the business needs with proper KPI’s & tracking plus monitoring
- Drive data automation to support in the build of business intelligence to improve efficiencies across prospecting, attribution and retention.
- Participate in ad hoc special projects to support with customer journey mapping to ensure a seamless experience.
- Support Salesforce Marketing Cloud technical team with logics on campaign targeting and segmentation.
- Implementation and management of tagging (CID) across all platforms (Nissan Brochures, social media, Nissan Webpage etc.) to measure lead/media attribution.
- Identify gaps in the customer journey, request and monitor action plans from the business owners to close the gaps.
- Assist with all data integrations into the Nissan platform via various sources i.e. Google ad leads, Nissan Website.
- Discussion and implementation of benchmark studies that leads to best practices within the dealer network and to assist Dealers with CRM process management to improve customer data quality.
- Develop CRM dealer training and guidelines to ensure continuous improvement to protect both the brand and customer at the core.
- Assist in the implementation of CRM processes and platforms for Africa regions to ensure a standardized customer journey is followed across all Nissan RBU markets.
- Drive all Salesforce integration, intelligence and mapping across al digital data points to support automation of data.
- Implement and lead all UAT on Salesforce enhancement projects.
CRITICAL COMPETENCIES:
- Dynamic, autonomous, proactive, proven ability to multi task and work in a fast paced environment.
- Extensive customer database understanding and management.
- Ability to demonstrate a creative approach to problem solving.
- Knowledgeable, curious, ability to investigate, identify gaps and build innovative solutions, process and governance
- Direct marketing, with campaign and retention strategy knowledge
- Proven ability to work cross-functionally, plus across partner agencies & stakeholders
- Knowledge and experience in multi-channel marketing, lead management (online & offline), with lead scoring, attribution and funnel analytic automation
- Knowledge of interacting with the Dealer Network & Automotive Industry experience.
- Knowledge of customer journey mapping across the customer lifecycle
- POPIA compliance knowledge & building of compliance governance & processes.
- Technical: CRM System implementation Platforms (SalesForce), Adobe / Google Analytics, Data Management Platforms,
- Language: Excellent communication Skills in English required
Gauteng South Africa