苏州招聘

Responsibilities:
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 Company.
Customers’ loyalty Management
- With sales, after-sales, marketing department to ensure that customers enjoy professional and highly efficient services that meet the requirements of Company.
- 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 Company 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:
- 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

Please send your CV to lily.wan@randstad.cn.
For more details and confidential discussion, please call Lily at 021-60372965.

上海人才有限公司诚聘