Customer Experience & CRM Executive

Objectives

• Dedicated to providing marketing support and customer insights that will nurture client relationships through dealer data management and communications.
• The role is responsible for enhancing the customer experience across sales and aftersales while using CRM systems to increase repeat business, service bookings, loyalty, and engagement.

Reporting to

Head of Marketing

Key Responsibilities

CRM Management

• Maintain and manage customer records within the dealer CRM & EMS systems – Keyloop, Dealerweb & Salesforce.
• To achieve high levels of data capture and maintenance of records to ensure records are completed with the key data capture fields
• Review of customer classification within dealer management systems
• Ensure accurate segmentation of retail and fleet customers. Plus departmental and industry segmentation to enable targeted campaigns
• Measure GDPR‑compliance for existing and new customer records
• Consent request for customers to build on contactable database for Euro Commercials
• Engagement with Mercedes‑Benz Vans and Daimler Truck customer consent platforms

Reporting & Insights

• Produce weekly/monthly reports and analytics on dealer CRM activity. Report on levels of data capture, customer consent and other areas relevant to building the data quality and communication
• Use findings to recommend improvements or areas of training required
• Use of customer insights data to build contacts for the sales teams to target
• Reporting of dealer sales systems to enable onward customer communications

Customer Experience

• Audit dealer sites to ensure showroom, service reception, and customer waiting areas meet high presentation standards
• Support a smooth and consistent customer journey across departments maximizing opportunity for feedback on their experience with Euro Commercials
• Centralise customer reviews from all platforms & reporting to the teams
• Monitor and report on dealer CSI reporting platforms for Van & Truck (Service & Sales)
• Create and deploy bespoke surveys to collect feedback from customers for the teams
• Review customer retention data to increase performance index
• Log complaints received onto DMS and see through to resolution

Key Performance Measures

• CRM database accuracy
• Campaign audience, response and conversion rates
• Online reviews and engagement
• Increased dealer consent levels

Skills & Experience

• Previous experience in CRM, marketing or customer experience role
• Experience with CRM System Keyloop (CDK/Kerridge)
• Strong communication and relationship‑building skills.
• Strong Excel and reporting skills.
• Highly organised with strong attention to detail.
• Proactive with an ability to manage varied workload and deadlines.
• Knowledge of systems – Dealerweb, Salesforce
• Understanding of CSI metrics
• Knowledge of dealer service retention levels
• Experience with Power BI or dashboards.

Personal Skills

• Customer‑focused
• Commercially aware
• Data‑driven
• Proactive
• Professional communicator
• Annual Leave entitlement
• Life Insurance
• Commitment Bonus
• Apprentice Tool Allowance
• Staff Recruitment Bonus
• Referral fee
• Pension
• Financial Wellbeing
• Eye test
• Employee Assistance Programme

#J-18808-Ljbffr