Descripción de la oferta
pbPosition: /b Aftersales CRM /ppbCountry: /b Spain /ppbWork Location: /b Pozuelo de Alarcón, Madrid /ppbDepartment/Team: /b Aftersales /ppbPurpose of Role /b /pulliAccording 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. /liliBuild and maintain aftersales customer profiles (vehicle info, service history, preferences, etc.) to ensure data accuracy and completeness. /liliManage the customer tagging system to support differentiated service and marketing. /li /ulpbResponsibilities /b /pullibCustomer Data Profile Management: /b Regularly clean and analyze customer data to identify high-value, at-risk, and inactive customers. /lilibLifecycle Management: /b 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. /lilibCampaign Planning Execution: /b 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. /lilibSatisfaction Complaint Management: /b 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. /lilibCustomer Loyalty Value Enhancement: /b 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. /lilibCRM System Tool Management: /b 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.). /li /ulpbRequirements /b /pulliAssociate degree or above, preferably in Marketing, Business Administration, Automotive Service Engineering, or related fields. /lili2+ years of experience in CRM, customer operations, or aftersales service; automotive industry experience preferred. /liliFamiliar with the aftersales customer lifecycle, common engagement strategies, and aftersales service processes (maintenance, repairs, warranty claims, extended warranty, etc.). /liliStrong data analysis skills, proficient in Excel (pivot tables, common formulas) for customer segmentation and analysis. /liliExperience with major automotive brands’CRM; familiarity with CDP, marketing automation (MA) tools, or automated marketing workflows. Basic SQL or BI tool skills preferred. /liliStrong communication and coordination skills to work effectively with service advisors, technical managers, and marketing teams. /liliCustomer-oriented mindset with service awareness, patience, and logical thinking. /liliProject management ability to independently plan and execute small-scale customer campaigns. /liliFluency in English and Spanish is essential. /li /ulpbLocation Travel /b This position will be based in Pozuelo de Alarcón, Madrid, and intensive travelling would be required. /p
