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CRM & Retention Executive | Luxury Automotive Industry

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Position : CRM & Retention Executive Industry: Premium Automotive Working Duration: 12 months contract (Contract renewal or conversion to permanent based on performance) Working Location: Level 3, Bandar Kinrara, Puchong Working Hours: Mon-Fri; 8.30am to 5.30pm (1 hour break time), Onsite working arrangement Salary: Range from RM 4,000 – 4,300 (based on experience & skills) with statutory contribution + leave entitlement + medical & insurance coverage Job Description: • Executing customer retention plans and strategies by cooperating with Finance & Insurance Representatives and Dealers to deliver the retention rate and add value to the customer journey for generation of lead and retention achievement. • Building collaborative relationships with all internal and external parties to gain a great understanding of customer journey, insight, segmentation and data analysis. Develop necessary retention tools in order to support the retention process and strategy i.e Salesforce and Marketing Cloud. Track and measure performance and impact. • Execute joint national programs with brand partners on a regular basis (such as retention, loyalty, maintenance & service package). • Follow up closely and tracing Agility customers’ decisions of option exercise before contract maturity and forward to respective parties such as Dealers and Finance & Insurance Representatives for subsequent follow-ups. • Calling customer to refinance their contract and prepare final settlement quotation and follow up closely with customer until payment received. • Calling customer on payment arrangements and schedule agreement-signing appointments with customer via physical presence or virtual call. • Contacting and obtain confirmation from Agility customer pertaining to the contract maturity options. Schedule a pre-inspection of the vehicle and a potential test drive at authorized dealership. Inform customer on inspection result and follow up on the potential repairs. Arrange for vehicle grounding at dealership and handling of billing for vehicle buyback by brand partner/dealer. • Prepare regular related reports, analyze and recommend for improvement regarding to the retention strategy & process /campaign/product. Analysis and reporting on campaigns effectiveness in terms of product/campaign performance, portfolio acquisition, conversion and retention. Prepare presentation material upon request. • Participate in Roadshows & Event when required to promote financing and Mercedes-Benz Card • Perform Adhoc task whenever required. Job Requirements: • Education: Degree in Business or related field • Work experience: 1 year of experience in customer service/call centre/customer retention, financial services or related fields. Possess a Market Knowledge (both financial products and Brand Partner’s products) • Working knowledge in Sales Force and Marketing Clouds an added advantage. • Strong communication and negotiation skills at all levels of the organization. • Good communication with external parties, in particular with the customer, dealer and brand partner. • Ability to plan and prioritize activities whilst maintaining accuracy and adhering to strict deadlines. • Excellent command in spoken and written English. Conversant in other local dialects will be an added advantage. • Intellectual curiosity, strong problem-solving skills with a demonstrated record of success in both internal and external environment. • Ability to work in a team as well as be independent. • PC Skills: Microsoft Office (Excel and PowerPoint on advanced level) If you are interested to apply, please forward your latest resume to [email protected] or [email protected] Subject: Job Application - CRM & Retention Executive