Customer Experience and CRM Executive
Support customer engagement and retention through effective CRM management, reporting, and customer experience initiatives. This role focuses on improving customer communications, increasing repeat business, and maintaining accurate customer data across sales and aftersales operations.
Reports to: Head of Marketing
Key Responsibilities
CRM & Data Management
* Maintain customer records across CRM and dealer management systems (Keyloop, Dealerweb, Salesforce)
* Ensure accurate data capture, segmentation, and GDPR compliance
* Manage customer consent records and contactable databases
* Support targeted marketing and customer communication campaigns
Reporting & Insights
* Produce CRM reports and performance analytics
* Monitor data quality, customer engagement, and consent levels
* Provide insights to support sales activity and customer retention
* Identify trends and recommend improvements or training needs
Customer Experience
* Monitor customer journey standards across sales and service departments
* Manage customer feedback, reviews, surveys, and CSI reporting
* Track retention performance and support complaint resolution
* Conduct site visits to ensure high presentation and service standards
Key Measures
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