Descripción de la oferta
Position: Aftersales CRM Country: Spain Work Location: Pozuelo de Alarcón, Madrid Department/Team: Aftersales Purpose of RoleAccording to the entire company development strategy, make the aftersales entire strategy and detailed implement plan in order to enhance the aftersales business level and build up a well-established CRM. Build and maintain aftersales customer profiles (vehicle info, service history, preferences, etc.) to ensure data accuracy and completeness. Manage the customer tagging system to support differentiated service and marketing. ResponsibilitiesCustomer Data & Profile Management: Regularly clean and analyze customer data to identify high-value, at-risk, and inactive customers. Lifecycle Management: Design and execute full lifecycle communication plans (e.g., post-purchase care, first maintenance reminder, regular service reminders, insurance/inspection renewal alerts) and develop win-back strategies for inactive customers using coupons, free inspections, and recall campaigns. Campaign Planning & Execution: Collaborate with aftersales teams to plan customer campaigns (e.g., free inspection, seasonal care, member day events) and deliver targeted communications via SMS, WeCom, APP push notifications, and outbound calls. Track campaign effectiveness (participation rate, conversion rate, ROI) and optimize accordingly. Satisfaction & Complaint Management: Monitor aftersales customer satisfaction (CSI) survey results, analyze low-score drivers, and drive improvements. Handle escalated complaints, coordinating with service advisors and workshop teams to resolve issues, and establish Voice of Customer (VoC) feedback mechanisms. Customer Loyalty & Value Enhancement: Design and operate aftersales loyalty programs (points, tiers, benefits, referral rewards, etc.). Drive out-of-warranty customer return rates, conversion of service packages/maintenance plans, and support lead generation for used cars, renewal insurance, and accessories. CRM System & Tool Management: Maintain aftersales modules in CRM systems to ensure online process management, integrate CRM with DMS and aftersales ERP to improve data consistency, and regularly generate CRM performance reports (customer activity, churn rate, campaign ROI, etc.). RequirementsAssociate degree or above, preferably in Marketing, Business Administration, Automotive Service Engineering, or related fields. 2+ years of experience in CRM, customer operations, or aftersales service; automotive industry experience preferred. Familiar with the aftersales customer lifecycle, common engagement strategies, and aftersales service processes (maintenance, repairs, warranty claims, extended warranty, etc.). Strong data analysis skills, proficient in Excel (pivot tables, common formulas) for customer segmentation and analysis. Experience with major automotive brands’CRM; familiarity with CDP, marketing automation (MA) tools, or automated marketing workflows. Basic SQL or BI tool skills preferred. Strong communication and coordination skills to work effectively with service advisors, technical managers, and marketing teams. Customer-oriented mindset with service awareness, patience, and logical thinking. Project management ability to independently plan and execute small-scale customer campaigns. Fluency in English and Spanish is essential. Location & Travel This position will be based in Pozuelo de Alarcón, Madrid, and intensive travelling would be required.
