Customer Relationship Manager

6 days ago

London, Greater London, United Kingdom Infopro Digital Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience & Relationship Leader to join our team at Infopro Digital. As a key member of our Consumer Automotive division, you will be responsible for developing and implementing a comprehensive customer experience strategy that aligns with our company's vision for DIY automotive consumers.

Key Responsibilities
  • Strategy Development: Develop a customer-centric strategy that aligns with our company's vision and is embedded in our sales and marketing channels, customer service, and product.
  • Customer Journey Mapping: Map the end-to-end customer journey to identify touchpoints and interactions with our company across various channels.
  • Customer Data Management: Implement a single view of the customer using our customer data platform and ensure we have a comprehensive first-party data strategy throughout our touchpoints.
  • CRM, Customer Relationships & Experience: Implement an effective customer relationship management program through Bloomreach and ensure pre/post-purchase and ongoing product usage programs are implemented to identify how to maintain customer net promoter scores and satisfaction.
  • Personalisation on-page/ off-page: Implement an effective framework for conversion rate improvement for primary conversions on our website and secondary conversions.
  • Commercialise Customer Feedback and Insights: Implement mechanisms to collect customer feedback and sentiment analysis through surveys, focus groups, and customer support interactions.
  • Cross-Functional Collaboration: Work closely with departments such as marketing, sales, product development, and customer support to align customer experience initiatives with overall business strategies.
  • Training and Development: Develop and conduct training programs for employees on customer best practices to ensure a customer-first culture.
  • Performance Measurement: Set key performance indicators to measure the success of CRM and customer experience initiatives.
Requirements
  • Bachelor's degree in business administration, marketing, or a related field. Masters degree is a plus.
  • Globally oriented customer-focused mindset with a passion for delivering exceptional CRM and customer experiences across many touchpoints.
  • Proven experience in CRM, customer experience, product or service experience design, or related roles.
  • Strong customer improvement analytical and problem-solving skills with the ability to interpret data and make data-driven decisions.
  • Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and interact with customers in a fast-paced, dynamic environment.
  • Ability to brief and project manage 3rd party and/or internal agencies to deliver projects on-time and in budget.
  • Proficiency in Bloomreach Customer Experience Platform or equivalent.

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