上海招聘

Report Line: Marketing Manager

Subordinates: Job Scope:

§ Management of prospect acquisition

- Work together with sales to finish the target of prospect acquisition according to the plan for acquiring prospects

- Follow up on the sales leads according to the policies of dealers, and report on the situation

- Conduct activities of acquisition and nurturing of prospects reasonably, categorize and distribute the acquired prospects to sales

- Implement the activities for prospects from the headquarter of Ferrari.

Customers’ loyalty Management

- With sales, after-sales, marketing department to ensure that customers enjoy professional and highly efficient services that meet the requirements of Ferrari.

- Conduct activities on customers’ relations focus on the purposes of increasing customer loyalty

- Decrease the customer lose rate

Customer Complaint Management

- Handle customers’ complaints

- Assist CRM Manager in handling customers’ complaints (incl. routine complaints, elevated complaints, legal matters and emergency incidents)

- Prepare accurate and complete documentation of customer complaints in the CRM System (e.g. communications with customers, complaints, feedbacks and corresponding actions)

- Organize and file all related documents of customers’ complaints after the complaints are dealt with

Customer Data Management

- Assist marketing manager in development of customer data management strategy and makes sure achieve 100% CRM KPI on monthly basis.

- Offer database support for CRM and marketing events by CRM system data management（e.g.：Data selection and output）

- Update timely customer database with comprehensive and historical information（e.g.：customer, company, and car information）

- Review customer data and perform initial and ongoing data cleaning tasks

- Coordinate with other departments to check and optimize the quality and completeness of customers’ data, ensure that the data in CRM and other systems meet the requirements for quality.

- Win opportunities for new sales through data exploring and other methods

- Ensure data security according to the dealership policies

SSI/CSI Coordination

- Make follow-up calls for customer satisfaction promptly.

- Facilitate collection and submission of the SSI/CSI customer data and feedback in accordance with the Ferrari policies , and record it in the system

- Analyse the SSI/CSI results and provide timely feedback to Marketing manager & Brand Manager

Customer Reception Monitoring (Sales Area)

- Monitor that all incoming calls are promptly and courteously answered according to the dealership policies

- Monitor that all customers and sales leads are recorded in the showroom volume log

- Facilitate clean and organized front desk at all times to give a positive customer impression

Reporting

- Report on the results of SSI/CSI survey regularly

- Analyse and report the status on the acquisition and conversion of prospects by dealers

- Report the status on implementation of CRM activities

- Prepare regular date management reports as requested by Marketing Manager

- Prepare regular reports on customer complaints as required

Requirements– (work experience, professional skills, language proficiency, etc.):

- College or above , major in marketing or business is preferred

- Minimum 3 years working experience in CRM, customer qualification in automotive, call centre and/or service industry, luxury goods & luxury hotel background good are preferred

- Good in written and spoken English

- Good MS-Office skills

- Solid knowledge of customer data management and selection

- Solid knowledge of customer communication and acquisition

- Basic knowledge in business management

- Basic knowledge of consumer behaviour

- Communication Skills / Interpersonal Skills / Negotiation Skills / Customer Oriented Mindset

- Initiative and self-motivated personality