Customer Relationship Management Strategist

2 weeks ago

London, Greater London, United Kingdom INEOS Full time

About INEOS Automotive

INEOS Automotive is a dynamic and rapidly growing company at the forefront of the automotive industry. We are committed to delivering innovative, high-performance vehicles that meet the evolving needs of our customers.

Role Overview

We are seeking a highly motivated and experienced Customer Relationship Management (CRM) Specialist to join our team. In this role, you will play a pivotal part in shaping and executing our global CRM strategy, ensuring we deliver exceptional customer experiences and drive business growth.

Key Responsibilities

  • Lead the daily management of INEOS Automotive's global CRM program, aligning it with commercial objectives and strategic marketing priorities.
  • Develop and implement a comprehensive customer communications strategy, crafting targeted email campaigns for diverse regions.
  • Define, map, and optimize the INEOS Automotive customer journey, from initial brand interactions to repeat purchases, identifying areas for improvement and growth opportunities.
  • Oversee the utilization of our marketing insights tool, extracting valuable data to inform strategic decisions.
  • Ensure consistent customer communications and data governance across global regions and markets. Develop reference guides, internal policies, and training materials to maintain best practices.
  • Collaborate closely with Marketing, Sales, and Aftersales teams to enhance customer retention strategies, focusing on key metrics such as Net Promoter Score (NPS), Customer Satisfaction, User Verification, and Lifetime Value.
  • Act as the voice of the customer, advocating for their needs and collaborating cross-functionally to prioritize best practices and exceptional customer experiences.

Qualifications

  • Proven experience in a CRM Specialist role or similar position within a fast-paced, technology-driven environment.
  • Strong communication skills with the ability to effectively influence stakeholders at all levels.
  • In-depth knowledge of customer engagement platforms and database management systems.
  • Experience working in a regulated environment across multiple geographies.
  • Exceptional attention to detail, strong planning skills, and adaptability to changing priorities.
  • A customer-centric mindset with a commitment to exceeding customer expectations.

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