customer relationship management executive （客户关系管理代表）
上海赫兹国际租车咨询有限责任公司
- 公司规模：50-150人
- 公司性质：外资(欧美)
- 公司行业：生活服务
职位信息
- 发布日期：2012-09-07
- 工作地点：上海
- 招聘人数：若干
- 工作经验：三年以上
- 学历要求：大专
- 语言要求：英语熟练
- 职位类别：公关主管 客户关系经理/主管
职位描述
A. Job title / Job code / Reporting to :
CRM Executive, China, reporting directly to the Marketing Director, China.
B. Job purpose (mission or "raison d'être")
The key responsibilities and accountabilities for the incumbent are to:
? To create the customer loyalty program via working closely with the line manager, cross-functional team and the external agency
? To continuously acquire new customers and enhance existing customers' consumption by effective club mechanism set-up and programs development and high-quality execution
? To timely keep tracking the business results and ROI of the program, so as to keep improve the program
C. Key-result areas (Major Accountabilities) (What is done and for what purpose)
? P&L: Responsibility for reaching or exceeding budgeted financial goals in one or more of our key customer retention categories - saves and reinstatement, customer longevity, load ups, and cross sell - using a variety of communication media including website, inserts, email and telemarketing.
? Campaign Planning & Execution: Responsible for conceptualizing and managing a diverse range of customer retention campaigns and initiatives. This includes idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes and championing successful execution.
? Campaign Analysis: Analyze campaign outcomes in detail, using a variety of proprietary software applications. Draw insights and present results clearly to facilitate sound decision making on next steps.
? Budget/Forecast: Build a detailed, bottom-up annual budget for areas of responsibility. Supply key inputs to the quarterly reforecast, using the most accurate, up-to-date information available. Be prepared to discuss assumptions used for developing budgets and forecasts.
? Special Projects: Participate in a variety of special projects as requested, including explorations of system or process improvements, new retention categories, and joint projects with Customer Service.
? Customer Focus: Working with Customer Care, Marketing and Operation to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value
D. Job Contacts (main interfaces inside and outside the company)
? External Customer
? Hertz Industrial Resource Group
? Local and National Sales Staff
? Internal Legal Department
? Branch Operations
? Region Management
? Internal Sales & Marketing Department
? Internal Pricing & Contracts Department ? Local and National Sales Staff/Mgt
? Region Management
? Nat'l Acc't Associates
E. Job dimensions (Authority/Autonomy)
Key Performance Indicators KPI 1 KPI 2 KPI 3 KPI 4
Revenue Growth/BP Target Active Account Growth Development of Industrial Business
F. Knowledge, skills and experience required
(Detail here the knowledge, skills and experience required for satisfactory performance of the job)
Educational Background:
Bachelor's Degree in Marketing, Business, or related field strongly preferred.
Professional Experience:
? 4-6 years experience in a direct marketing environment, preferably with experience in both acquisition and retention marketing
? Continuity or club experience, including retention and cross selling strongly preferred.
? Keen project management skills with an ability to interact with and motivate others to succeed on several fronts simultaneously
? Effective verbal and written communication on all levels and both internally and externally
? Strong analytical, technical and mathematical abilities
? Prioritizes workload and meets deadlines for a variety of marketing "deliverables"
? Demonstrates initiative with a results orientation, while exhibiting strong drive and leadership skills
Competencies:
? Self-motivated
? Analytical
? quick learner
? organized
? detail-oriented
? multi-tasker Motivated by achieving positive sales results
Additional Notes:
Candidate must be flexible to travel at least 50% of the time. Ability to work independently. Creativity. Open minded to try new techniques and ways of doing business.
Approved by:
CRM Executive, China, reporting directly to the Marketing Director, China.
B. Job purpose (mission or "raison d'être")
The key responsibilities and accountabilities for the incumbent are to:
? To create the customer loyalty program via working closely with the line manager, cross-functional team and the external agency
? To continuously acquire new customers and enhance existing customers' consumption by effective club mechanism set-up and programs development and high-quality execution
? To timely keep tracking the business results and ROI of the program, so as to keep improve the program
C. Key-result areas (Major Accountabilities) (What is done and for what purpose)
? P&L: Responsibility for reaching or exceeding budgeted financial goals in one or more of our key customer retention categories - saves and reinstatement, customer longevity, load ups, and cross sell - using a variety of communication media including website, inserts, email and telemarketing.
? Campaign Planning & Execution: Responsible for conceptualizing and managing a diverse range of customer retention campaigns and initiatives. This includes idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes and championing successful execution.
? Campaign Analysis: Analyze campaign outcomes in detail, using a variety of proprietary software applications. Draw insights and present results clearly to facilitate sound decision making on next steps.
? Budget/Forecast: Build a detailed, bottom-up annual budget for areas of responsibility. Supply key inputs to the quarterly reforecast, using the most accurate, up-to-date information available. Be prepared to discuss assumptions used for developing budgets and forecasts.
? Special Projects: Participate in a variety of special projects as requested, including explorations of system or process improvements, new retention categories, and joint projects with Customer Service.
? Customer Focus: Working with Customer Care, Marketing and Operation to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value
D. Job Contacts (main interfaces inside and outside the company)
? External Customer
? Hertz Industrial Resource Group
? Local and National Sales Staff
? Internal Legal Department
? Branch Operations
? Region Management
? Internal Sales & Marketing Department
? Internal Pricing & Contracts Department ? Local and National Sales Staff/Mgt
? Region Management
? Nat'l Acc't Associates
E. Job dimensions (Authority/Autonomy)
Key Performance Indicators KPI 1 KPI 2 KPI 3 KPI 4
Revenue Growth/BP Target Active Account Growth Development of Industrial Business
F. Knowledge, skills and experience required
(Detail here the knowledge, skills and experience required for satisfactory performance of the job)
Educational Background:
Bachelor's Degree in Marketing, Business, or related field strongly preferred.
Professional Experience:
? 4-6 years experience in a direct marketing environment, preferably with experience in both acquisition and retention marketing
? Continuity or club experience, including retention and cross selling strongly preferred.
? Keen project management skills with an ability to interact with and motivate others to succeed on several fronts simultaneously
? Effective verbal and written communication on all levels and both internally and externally
? Strong analytical, technical and mathematical abilities
? Prioritizes workload and meets deadlines for a variety of marketing "deliverables"
? Demonstrates initiative with a results orientation, while exhibiting strong drive and leadership skills
Competencies:
? Self-motivated
? Analytical
? quick learner
? organized
? detail-oriented
? multi-tasker Motivated by achieving positive sales results
Additional Notes:
Candidate must be flexible to travel at least 50% of the time. Ability to work independently. Creativity. Open minded to try new techniques and ways of doing business.
Approved by:
公司介绍
Hertz Corporation,one of the world's largest general use car rental company operating from over 8,100 corporate locations in 147 countries, is actively expanding its business scope in China.We are seeking a highly qualified and enthusiastic candidate to undertake the position of Manager, Chauffeur Service Operations.
赫兹，全球最大的汽车租赁公司之一，分布在147个国家8100个租赁点，现在正在积极地把其业务范围扩大至中国。我们正在寻求热情而具备高素质的人员担任带驾营运部经理职位。
Interested candidates are strongly encouraged to forward their detailed resume in Chinese/English to us no later than 20th Dec,2008.Applications will be treated in strict confidence.
JOIN US AND BECOME PART OF A WORLD-CLASS COMPANY IN TOTAL MOBILITY SOLUTIONS
赫兹，全球最大的汽车租赁公司之一，分布在147个国家8100个租赁点，现在正在积极地把其业务范围扩大至中国。我们正在寻求热情而具备高素质的人员担任带驾营运部经理职位。
Interested candidates are strongly encouraged to forward their detailed resume in Chinese/English to us no later than 20th Dec,2008.Applications will be treated in strict confidence.
JOIN US AND BECOME PART OF A WORLD-CLASS COMPANY IN TOTAL MOBILITY SOLUTIONS