NSA CRM & Lead Management Coordinator

at  Nissan

QUALIFICATIONS & EXPERIENCE

Bachelor’s Degree in Marketing / Communication, or equivalent.
Minimum of 3 - 5 years’ experience in CRM strategic plus campaign management, Lead Management, Data Analytics and a must have of CRM systems skills (Salesforce)

PURPOSE / DETAILS OF THE JOB

The role of the CRM & Lead Management coordinator is a support function to the CRM manager and customer experience team. Key responsibilities are to oversee and manage the customer journey across prospective and current customers supporting a seamless customer experience. The role is directly linked to supporting Nissan Africa’s vision and mid-term plans to build maturity within lead management, direct communication and retention, through strategic initiatives, process and governance.

MAIN TASKS AND RESPONSIBILITIES:

• Support development of Customer Relationship Management ("CRM") programs, plans and strategic direction
• Central control of direct communication to supporting cross functional CRM execution ensuring best practice & governance
• Lead the CRM direct market strategy, & campaign management (Across prospecting, sales, onboarding, retention & advocacy) (creative guidelines, deployment and measurement.
• Conduct vigorous testing of all customer communication before campaigns are executed
• Implementation of business rules to ensure POPIA compliance is met across the board for all prospect as well as existing customers.
• Implementation and management of campaign tracking to measure campaign ROI.
• Establish and implement best practices with regard to CRM Lifecycle. (Implementing new communication solutions for continuous measurable ROI improvements)
• Build a POPIA countermeasure strategy to increase the number of opt-ins and reduce the opt-out rates.
• Understand industry standards for omni-channel marketing and measure key performance indicators for all CRM initiatives.
• Managing lead management across multiple customer segments
• Support in contact centre lead agency & dealer lead performances metrics to meet the business needs with proper KPI’s & tracking plus monitoring
• Drive data automation to support in the build of business intelligence to improve efficiencies across prospecting, attribution and retention.
• Participate in ad hoc special projects to support with customer journey mapping to ensure a seamless experience.
• Support Salesforce Marketing Cloud technical team with logics on campaign targeting and segmentation.
• Implementation and management of tagging (CID) across all platforms (Nissan Brochures, social media, Nissan Webpage etc.) to measure lead/media attribution.
• Identify gaps in the customer journey, request and monitor action plans from the business owners to close the gaps.
• Assist with all data integrations into the Nissan platform via various sources i.e. Google ad leads, Nissan Website.
• Discussion and implementation of benchmark studies that leads to best practices within the dealer network and to assist Dealers with CRM process management to improve customer data quality.
• Develop CRM dealer training and guidelines to ensure continuous improvement to protect both the brand and customer at the core.
• Assist in the implementation of CRM processes and platforms for Africa regions to ensure a standardized customer journey is followed across all Nissan RBU markets.
• Drive all Salesforce integration, intelligence and mapping across al digital data points to support automation of data.
• Implement and lead all UAT on Salesforce enhancement projects.