CRM Specialist

Job Summary

We are looking for a CRM Specialist to manage customer relationships, optimize customer journeys, and drive engagement and retention through effective CRM strategies and campaigns. The ideal candidate will have strong analytical skills, CRM experience, and preferably a background in the automotive industry.

Key Responsibilities

• Manage and maintain customer data within the CRM system, ensuring accuracy and data quality.
• Develop and execute customer lifecycle, engagement, and retention campaigns.
• Segment customers based on demographics, behavior, purchase history, and engagement.
• Manage leads throughout the customer journey, from lead generation to conversion.
• Coordinate with Sales, Marketing, After-Sales, and Dealership teams to enhance customer engagement.
• Develop campaigns for lead nurturing, test drives, vehicle purchases, service reminders, renewals, and upgrades.
• Support cross-selling and upselling initiatives.
• Track campaign performance and prepare CRM reports and dashboards.
• Analyze customer behavior and identify opportunities to improve retention and customer lifetime value.
• Monitor key CRM KPIs, including lead conversion, retention, campaign engagement, repeat purchases, and customer satisfaction.
• Support CRM automation, workflows, segmentation, and customer journey optimization.
• Ensure timely and effective customer communication across multiple channels.
• Collaborate with internal stakeholders to continuously improve the overall customer experience.

Qualifications

• Bachelor’s degree in Marketing, Business Administration, Communications, or a related field.
• 2–4 years of experience in CRM, Customer Experience, Marketing, or a related role.
• Automotive industry experience is highly preferred.
• Strong knowledge of CRM systems, customer segmentation, and lifecycle management.
• Experience in developing and managing customer campaigns.
• Strong analytical, reporting, and data-analysis skills.
• Good knowledge of Microsoft Excel.
• Experience with CRM or marketing automation platforms is a plus.
• Strong communication and stakeholder-management skills.
• Excellent attention to detail and organizational skills.
• Ability to manage large customer databases and multiple campaigns simultaneously.