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CRM Optimization Lead

vor 2 Monaten

Offenbach, Hessen, Deutschland Hyundai Vollzeit

As a CRM Optimization Lead (m/w/d), you will be instrumental in facilitating the effective implementation and use of Pan-EU CRM standards across various markets. Your primary responsibility will involve designing and evaluating key CRM initiatives that serve as the foundation for CRM communications and campaigns directed at end-customers, complemented by local activities. Acting as a central hub, you will continuously assess local CRM performance based on its structure (purpose/process/logics) and measurable outcomes. With these insights, you will engage in discussions with local CRM managers to propose actionable solutions aimed at enhancing CRM effectiveness.

Your Responsibilities Include:
  • Designing and maintaining a comprehensive Pan-EU Standard CRM program while assessing its feasibility across over 11 local markets.
  • Monitoring and analyzing the quantitative and qualitative results of local CRM initiatives, identifying obstacles and deriving insights.
  • Creating regular discussion materials based on your analyses, and leading the communication with CRM stakeholders within Hyundai Motor Europe and local markets.
  • Establishing a change management strategy and guidelines tailored to market performance levels and activity types.
  • Developing and managing key performance indicators (KPIs) and dashboards to track the effectiveness of customer experience (CX) and business outcomes.
  • Actively participating in customer care management across various channels, crafting clear messaging, and implementing appropriate customer segmentation and activation strategies to enhance loyalty, membership, service retention, and repurchase rates.
  • Collaborating closely with EU market teams and stakeholders to facilitate the rollout of new business and IT processes.
  • Leading a change management initiative and gathering feedback and requirements related to the platform.
  • Aligning with the CRM directives from headquarters and translating them into standards applicable to the Pan-EU region.
  • Assisting in reporting to headquarters and following up on decision-making processes and issues.
  • Exhibiting and demonstrating both technical and operational expertise.
About You:Qualifications:
  • A University Degree (Bachelor/MBA, etc.)
  • A minimum of 5-10 years of experience in a relevant role or specialization.
  • Experience in global project rollouts.
  • Professional background in business analysis.
  • Knowledge of research and benchmarking is essential.
  • Strong understanding of Salesforce solutions (SFDC Certification preferred).
  • Experience in data analysis and summarizing reports.
  • A collaborative mindset with strong teamwork and communication skills across various organizational stakeholders.
  • Ability to prioritize and manage multiple tasks and responsibilities effectively.
  • Excellent communication skills with a focus on collaboration and teamwork.
  • Proficiency in MS Office is required.
  • Fluency in English (both written and spoken) is required.
Rewards and Benefits:
  • A competitive salary and benefits package.
  • Flexible working hours and a hybrid work policy.
  • Opportunities for continued learning and professional development.
  • Access to a car sharing and leasing mobility program.
  • Complimentary daily lunch at the office canteen and subsidized breakfast snacks.
  • Free access to the company gym.
  • Opportunities to participate in company sports clubs, including tennis, soccer, yoga, and golf.
  • A highly international working environment.