CRM & Customer Experience

• Support planning and execution of CRM initiatives to improve customer engagement and satisfaction.

• Manage Customer Feedback Management (CFM) processes: acknowledge cases promptly, coordinate follow-up with stakeholders, and ensure timely case closure.

• Handle customer complaints, low survey scores, and escalated cases professionally and according to SOP.

NPS & Mystery Shopping

• Lead and manage performance for VAL and dealer partners, ensuring targets are met monthly.

• Identify service gaps, implement improvement actions, and conduct regular showroom and service centre checks.

Ownership Benefits Program

• Administer and lead ownership benefits programs, ensuring timely submission of signups to partners (CPO, Pan Pac).

• Explore new partnership opportunities to enhance program offerings.

CRM Activity Management

• Execute CRM activities for multiple brands in alignment with brand CI requirements across sales and aftersales.

• Serve as the guardian of the CRM Salesforce system, ensuring data integrity and generating business intelligence.

Customer Communication

• Manage customer email channels, ensuring timely and professional responses.

• Disseminate feedback and correspondence to relevant internal stakeholders and principals.

Data & Analytics

• Maintain customer database accuracy, ensuring compliance with PDPA.

• Create weekly and monthly reports to analyze service levels, NPS performance, customer feedback trends, and business funnel performance.

Process & Systems

• Work closely with Business Process Owners to optimize workflows, technology, and customer centric processes.

• Review and improve customer-related processes using CRM and IT tools.

General Support

• Support marketing administration, customer service initiatives, and events.

• Perform ad hoc tasks as required.

Interested candidates, please email your resume to [email protected]

Anna See Sing Yee

CEI Reg R25157535

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted