Manager, Customer Relations

1 week ago

Shah Alam, Selangor, Malaysia Upscale Sdn Bhd Full time
About the job (A) Manager, Customer Relations

Job Purpose
· The Manager, CRM is responsible for development, execution, and continuous refinement of multi-channel Consumer Relations and the development of programs, roadmaps, and Consumer Relation strategies. The CRM Manager focuses on the loyalty and retention marketing strategies.

· The Manager, CRM has a clear understanding of how to leverage consumer behavioural, lifestyle, transactional, and demographic data in order to deliver relevant marketing programs through multiple communication channels with a vision of growing consumer loyalty and increasing their lifetime value to the business.

· The Manager, CRM demands extensive cross-functional collaboration, good communication skills, excellent project managerial skills, creative skills, and a process-focused aptitude that will enable the CRM Manager to effectively execute multiple responsibilities and deliverables.

Education / Professional Qualification

• Minimum Diploma / Degree in relevant field of studies

Professional Experience
· Minimum 3 years of sales experience from the hospitality / customer focused industry
· Preference will be from the automotive industry
· Performance focused marketing and / or sales background
· Team management experience

COMPETENCIES
1. Technical
· Computer literate
· Well versed in the automotive industry

2. Leadership
· Integrity, initiative and enthusiasm
· Motivated and committed to development
· Interpersonal and communication skills (verbal and written)
· Organisational skills
· Appropriate language skills

IMPACT / ACCOUNTABILITY
Coverage : All branches
· No revenue or profit responsibility

JOB CONTENT
· Develop and implement customer retention processes with a primary focus on car sales conversion across functions.
· Implement Group's retention activities and set performance as the benchmark for the Malaysia dealer network.
· Ensures that customers receive the quickest service possible.
· Assists representatives in handling disappointed customers.
· Determines a course of action to resolve customer problems.
· Interacts with customers using phone, fax, email, the company website and in person.
· Provides assistance to representatives during extremely busy times.
· Ensures that customer service representatives follow all company policies and procedures when dealing with customers.
· Takes customer complaints to upper management when necessary.
· Generates reports for upper management.
· Helps create, update and maintain call script for representatives.
· Maintains database of customers for follow up.
· Ensures a seamless process flow from the customer's initial order to the delivery of products and services.
· Reviews customer evaluations in regards to service representatives' work and looks for areas that need improvement.
· Listens to recordings of representatives interacting with customers and uses the recordings to enhance training or offer necessary correction.
· Trains representatives on new product and service offerings as well as special sales and promotions.
· Analyzes the results of direct mail marketing and email campaigns.
· Helps develop new products, services and promotions based on customer preferences.
· In charge of existing lead management systems.
· Participates in the formulation of the company's strategic plan.
· Integrate CRM-retention activities into the dealership's current sales processes and work with sales teams and management on future development of CRM-retention strategies.
· Develop and maintain key relationships with sales, finance and marketing teams so as to ensure that sales opportunities are maximized.
· Utilize dealership marketing resources to establish a customer contact schedule which is appropriate, professional and timely.
· Look for innovative ideas to improve processes and practices.
· Liaise with marketing team to develop new communications which adapt to market conditions, new campaigns and enable the achievement of retention targets.
· Facilitate all interactions with customers i.e events, marketing campaigns.
· Set goals and appraise performance, practices and processes of CRM activity.
· Report to relevant management and DP about operational issues and performance highlights on a regular and timely basis.
· Extract relevant customer data as provided and analyse data alongside Group's systems to produce a list of prospects in a given time frame.
· Utilize dealership systems and communicate with finance/sales team and valuer to create a useful background for each prospect.
· Initiate contact with prospects using phone, email or postal mail.
· Conduct all necessary follow up with prospects using appropriate contact methods.
· Log the referral as a formal lead within CRM system ensuring that it is handled according to existing lead guidelines.
· Manage and monitor sales team to ensure that chances of conversion are maximized on a daily basis.
· Accurately record all steps of this process within Group's CRM system.
· Log, monitor and measure data to provide regular feedback and to report on successes and conversions.
· Continuously review the entire process and make suggestions for more effective and innovative practices.
· To dress correctly according to Group's Corporate Standard at all times during business hours. Adhere to current attitude, behaviour and appearance polices to enhance the brand image.
· Ensure confidentiality of all sensitive materials and prevent unauthorised access to these materials.

#J-18808-Ljbffr

  • Customer Relations Liaison

    1 day ago

    Shah Alam, Selangor, Malaysia Rentokil Initial Full time

    Responsibilities and RequirementsIn this role, you will be responsible for managing customer inquiries through various channels, including website, email, and telephone. You will work closely with the Customer Relations Manager and team to ensure timely and effective resolution of customer complaints and issues.Responsibilities* Manage web enquiries...

  • Customer Relations Officer

    3 days ago

    Shah Alam, Selangor, Malaysia Tech Up Sdn Bhd Full time

    This job is for a Customer Relations Officer in sales. You might like this job because you get to connect with teachers, parents, and students, ensuring customer satisfaction and leading a team to meet sales goals while developing problem-solving strategies.ResponsibilitiesTo achieve and increase the sales goals set by the company for educational services.To...

  • Customer Relations Officer

    3 days ago

    Shah Alam, Selangor, Malaysia Tech Up Sdn Bhd Full time

    Job OverviewTech Up Sdn Bhd is a leading provider of educational services, and we are seeking an experienced Customer Relations Officer to join our team. As a key member of our sales department, you will be responsible for building strong relationships with teachers, parents, and students, ensuring customer satisfaction and driving business growth.

  • Influencer Relations Manager

    3 days ago

    Shah Alam, Selangor, Malaysia TROIS International Sdn. Bhd Full time

    This is an excellent opportunity for a talented Digital Marketing Executive who can develop and implement digital marketing strategies to drive brand awareness and engagement.Job ResponsibilitiesPlan and execute campaigns across multiple channels, including social media, email, SEO, paid ads, and more.Create compelling content, including posts, graphics,...

  • Media Relations Manager

    3 days ago

    Shah Alam, Selangor, Malaysia Zoho APAC Full time

    Career OpportunityZoho APAC is looking for a talented, self-motivated, and dedicated PR and content executive to join our media relations team and work on innovative PR campaigns and strategies.Key Responsibilities:Working with the global PR team to amplify the share of voice in local media - both new and traditional media.Tracking trending technology and...

  • Public Relations Associate

    3 days ago

    Shah Alam, Selangor, Malaysia Zoho APAC Full time

    Job DescriptionZoho Corporation, a leading technology company with over 15,000 employees worldwide and customers in over 180 countries, is driving innovation in every aspect of business software.We are seeking a talented, self-motivated, and dedicated PR and content executive to join our media relations team and work on innovative PR campaigns and...

  • Director of Employee Relations

    7 days ago

    Shah Alam, Selangor, Malaysia Nirvana Asia Full time

    Senior Executive / Assistant Manager (Industrial Relations)To succeed in this role, you will need to have excellent communication skills, a strong understanding of labour laws and regulations, and the ability to work effectively in a fast-paced environment.This position requires a high level of autonomy, as you will be working closely with senior management...

  • Customer Service Manager

    2 days ago

    Shah Alam, Selangor, Malaysia Alfa Laval Full time

    We're currently seeking an experienced Order Management Executive to join our team at Alfa Laval. This role offers a unique opportunity to make a real difference in the lives of our customers and contribute to the growth and success of our company.As a key member of our team, you'll be responsible for managing the order to cash process, ensuring timely...

  • Import Customs Assistant Manager

    7 days ago

    Shah Alam, Selangor, Malaysia TIME's group Full time

    About the JobWe are seeking a highly skilled Import Customs Assistant Manager to join our team at TIME's group. The successful candidate will be responsible for coordinating and managing import customs clearance processes, ensuring timely and efficient clearance of shipments. This is an exciting opportunity for a motivated and experienced professional to...

  • Labour Relations Specialist

    7 days ago

    Shah Alam, Selangor, Malaysia Nirvana Asia Full time

    Lead Industrial Relations SpecialistIn this role, you will be responsible for leading Nirvana Asia's industrial relations function, including developing and implementing effective EIR strategies, communicating policies to employees and resolving staff issues in a fair and transparent manner.You will work closely with senior management to ensure the company's...

  • Relational Database Specialist

    3 days ago

    Shah Alam, Selangor, Malaysia Razer Full time

    Required SkillsTo succeed as a Relational Database Specialist at Razer, you will need:A Bachelor's degree in Computer Science or a related field.5+ years of experience in database engineering or a related role.Proficiency in SQL and experience with database management systems such as MySQL (Preferred) or SQL Server.Strong understanding of database design,...

  • Order Management and Customer Service Expert

    5 days ago

    Shah Alam, Selangor, Malaysia Signify Full time

    Job DescriptionThe role of Customer Order Execution Specialist is dynamic and exciting. You will be responsible for order management & customer service for Signify Professional Lighting business in Malaysia.Your key responsibilities will include:Main customer liaison after PO handover—contact point for customer / product delivery related issuesProvide...

  • MY Public Relations Associate

    3 days ago

    Shah Alam, Selangor, Malaysia Zoho APAC Full time

    MY Public Relations Associate (ManageEngine)Zoho Corporation is a leading technology company with over 15,000 employees worldwide and customers in over 180 countries. With more than 100 million business users around the globe, Zoho is excited to be driving innovation in every aspect of business software and is now looking for the right candidate to join our...

  • Regional Customer Relationship Manager

    3 days ago

    Shah Alam, Selangor, Malaysia Tonasco Malaysia Sdn Bhd Full time

    About Tonasco Malaysia Sdn BhdTonasco Malaysia Sdn Bhd is a respected organization in the industry, committed to excellence in customer service. As a Key Account Manager (International), you will play a vital role in driving sales development and customer relationship management globally.Job DescriptionWe are seeking a highly motivated and experienced Key...

  • Customer Support Manager

    2 days ago

    Shah Alam, Selangor, Malaysia Alfa Laval Full time

    Job DescriptionThe Customer Support Manager is responsible for providing exceptional customer service and support throughout the order to cash process. This involves executing and managing orders via our ERP System, communicating effectively with customers, and ensuring accurate invoicing processes.Key AccountabilitiesOrder Execution: Execute and manage...

  • Customer Experience Manager

    7 days ago

    Shah Alam, Selangor, Malaysia Honda Tiong Nam Motor SDN Full time

    Join Our Team as a Customer Experience Manager!Honda Tiong Nam Motor SDN is seeking an experienced sales professional to join our team as a Sales Advisor. In this role, you will be responsible for managing customer relationships, identifying business opportunities, and achieving sales targets. Your key responsibilities will include:Organizing product surveys...

  • Customer Service Manager

    5 days ago

    Shah Alam, Selangor, Malaysia Hong Leong Bank Full time

    Job OverviewWe are seeking an experienced Customer Service Manager to lead our operations team and maintain seamless daily branch activities.Key ResponsibilitiesSolicit new business opportunities through referrals, cold calls, and sales visits.Cross-sell banking and financial products to customers.Evaluate and propose credit applications carefully.BUILD...

  • Customer Service Manager

    5 days ago

    Shah Alam, Selangor, Malaysia Signify Full time

    We are looking for an experienced Customer Order Specialist to join our team. In this role, you will be responsible for managing orders and providing customer service for our Professional Lighting business in Malaysia. The ideal candidate will have a strong understanding of customer order execution cycle, excellent communication skills and the ability to...

  • Customer Service Ambassador

    1 day ago

    Shah Alam, Selangor, Malaysia Rentokil Initial Full time

    Job OverviewRentokil Initial is seeking a highly motivated Customer Service Executive to join our team. As a key member of our customer relations team, you will play a vital role in ensuring exceptional customer experiences.About the RoleThis position involves managing customer inquiries through various channels, including website, email, and telephone. You...

  • Customer Advocate Manager

    7 days ago

    Shah Alam, Selangor, Malaysia Praveen Chandak & Associates Full time

    Job Summary:We are seeking a highly motivated and experienced Customer Advocate Manager to join our team at Praveen Chandak & Associates. As a key member of our team, you will be responsible for representing customers in civil and criminal cases.Your Key Responsibilities: Read and interpret contracts to ensure accurate document preparation. Represent...