Retention and After-Sales CRM Analyst

hace 3 días

Bogotá, Bogotá D.E., Colombia GP Strategies Corporation A tiempo completo US$60.000 - US$90.000 al año

Job Description
We are seeking for a
Retention and After-Sales CRM Analyst
Responsible for designing, implementing, and monitoring strategic and tactical marketing initiatives, CRM management, and proactive customer contact, with the primary goal of increasing retention and loyalty in the official dealer network for maintenance and repair services. This role will directly support the dealer network, driving its performance in after-sales customer relationship management.

Main Activities
Development and Execution of Retention Marketing Strategies:

  • Design and propose strategic and tactical marketing plans focused on attracting and retaining customers in after-sales.
  • Coordinate the implementation of communication campaigns, promotions, and loyalty programs aimed at existing and potential customers.
  • Analyze the effectiveness of campaigns and propose optimizations based on data and best practices.

Dealer CRM Management And Optimization

  • Advise and train dealers on the effective use and maximization of available Customer Relationship Management (CRM) tools.
  • Identify opportunities for improvement in customer management processes through CRM, ensuring proper segmentation and personalized communication.
  • Collaborate in the integration and proper functioning of customer data within the CRM system, ensuring the quality and updating of information.

Proactive Customer Management And Call Center Support

  • Develop guidelines and best practices for proactive customer management by dealerships (e.g., service reminders, post-service follow-up, reactivation campaigns).
  • Provide support and guidance to dealerships in structuring and optimizing their call center or telephone contact teams, focused on after-sales.
  • Monitor contact and customer satisfaction metrics derived from these interactions, proposing corrective or improvement actions.

Data Analysis And Insight Generation

  • Analyze customer data, market trends, and dealer performance to identify opportunities for growth and improvement in retention.
  • Generate periodic reports on the status of customer retention, CRM usage, and the effectiveness of the actions implemented.

Dealer Collaboration And Support

  • Act as a key point of contact for dealers on issues related to after-sales marketing, CRM, and proactive customer management.
  • Work closely with Area Managers to ensure consistent and effective implementation of strategies at the national level.
  • Promote the exchange of best practices among dealers to raise the standard of service and retention.

Requirements

  • Knowledge of service marketing and customer retention.
  • Proficiency in CRM tools and methodologies.
  • Skills in data analysis and key after-sales metrics.
  • Knowledge of the dealership ecosystem and the dynamics of the automotive sector is desirable.
  • Advanced proficiency in Microsoft Office (Excel, PowerPoint).

Additional Comments

  • Professional in Marketing, Business Administration, Industrial Engineering, or related fields.
  • Minimum 3 years of experience in roles related to marketing, customer management (CRM), loyalty or after-sales, preferably in the automotive sector or in companies with distribution networks. Demonstrable experience in the design and execution of digital and traditional marketing campaigns.
  • Solid experience in the use and implementation of CRM platforms.
  • Experience in data analysis and reporting.
  • Upper-intermediate English.
LATAM

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