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Job Title- HOD Marketing & CRM
Functional- Marketing & Communications
Industry- Auto / Auto Ancillary
Location- Ahmedabad
Experience Range- 10 - 12 Years
About Us
CIEL is a new-age HR Firm, offers Talent Acquisition solutions to its clients leveraging on technology and analytics framework. Having pioneered several vistas in HR since 1992, the Founders of Ma Foi diversified successfully into the areas of Analytics and Strategy consulting. The founders along with industry veterans have started their 2nd venture in the HR services market to bring new meanings to the industry through "Ciel HR Services" strongly anchored on technology and Analytics.
About Company
They are largest dealer and distributors of Mercedes Benz cars
Roles and Responsibility

Marketing:

Planning of marketing strategy and calendar

? Preparing the marketing strategy of dealership based on business objectives and brand direction.

? Developing the media strategy including print, out door and digital for the dealership in alignment with the annual marketing approach.

? Ensuring a detailed annual marketing calendar for dealership which should include all marketing activities as per the strategy.

? Ensuring adherence of retail marketing guidelines while planning the marketing approach of dealership.

? Close integration with sales team for alignment of marketing strategy so as to support sales objectives.

? Management and usage of dealership website and social media platforms as per digital marketing strategy in alignment with MBIL directives.

? Getting information on marketing programs of competitors and other luxury brands on regular basis and sharing with entire dealership team.

2

Execution of marketing activities of dealership

? Should lead the team of marketing managers and executives at each dealership for execution of activities as per overall strategy and objectives.

? Achievement of enquiry targets of each dealership and reporting to MBIL as per the directives.

? Ensuring adherence of all brand related CI / CD guidelines while executing marketing activities for the dealership.

? Supporting the product launches and events planned by MBIL in each of the markets for achieving desired results.

Feed back to MBIL Marketing team and Dealership

? Ensuring regular feedback on marketing activities and sales update as per the defined reporting timelines on monthly and quarterly basis.

? Sharing reports on competitor activities and customer feedbacks on regular basis.

Archive

? Maintenance of the records of the activities carried out for future reference and audit purposes.

Training

? Regular update on the product & communication of various marketing initiatives to the sales team.

? Identification of training requirements of team members

Customer Relationship Management:

Representative Tasks

? Representing the company and the brand as a whole, both internally and externally

? Developing and fostering positive relations with the employee representatives and interest groups

? Decisions making on behalf of the Dealership Management for the customer

? Taking decisions on implementation of countermeasures

? Deciding on expenditures to ensure Customer Satisfaction and controlling escalations

Data Management and Touch points

? Ensure updation of Customer database

? Ensure capturing the database of the new customer art 100% level

? Ensure availability of necessary customer data prior to release of invoice for new car sales

? Coordination of customer information (from database) and customer touch points

? Ensure that staff is prepared/informed for planed visits of customers for a tailor-made treatment during his visit

? Establishing and managing dealer Call Center operations

? Analysis, improvement, development of new CRM activities (also according to the requirement list)

Lead Management

? Implement Lead Management process as defined by MB India

? Ensure usage of E-Dealer at 100% level

? Ensure timely updation of Leads in E-Dealer

? Co-ordination with Contact Centre MBIL CRM, Marketing and Sales team for smooth functioning

? Internal Co-ordination with PRMs, PRE?s Tele-calling team & Sales, After Sales and Marketing Team

? Analysis of Complete Sales Funnel

? Monthly reporting to MBIL

3

CSS (Sales and After Sales)

? Responsible for CSS Analysis (Sales & After-Sales)

? Discuss with respective HODs? develop an action plan for CSI improvement at the dealership.

? Develop and implement a mechanism to capture customer feedback at various stages in sales process (like test drive feedback, feedback on overall sales experience etc)

? Capture customer feedback post-delivery through feedback form and analyze the customer feedback

? Develop counter measure to eliminate negative feedback from customers in future

? Provide feedback to Sales and After Sales department on customer complaints or any other issues that may affect CSS

Training

? Identification of staff training requirements (Non-Technical- Sales and After Sales)

? Proactive identification for improvement of employee (soft) skills

? Planning of Customer-centricity training for employees (in co-ordination with DIT)

Events

? Involvement in Dealer events

? Ensure high quality and satisfaction with customer delight factor

? Dealer representative of dealer at the events

? Personalized contact for VIP customers

? Planning and ensuring lead generation from events

Requirement list

? Analysis, improvement, development of touch point activities to ensure customer satisfaction and delight

? Gather feedback for touch point activities from CSS and direct customer feedback

? Evaluate feedback and plan future activities based on the analysis

Sales Process and Service Core Process

? Daily supervision of customer touch points (with personal involvement / direct contact wherever required)

? Ensure coordination between all departments in regard to customer touch points (-> interfaces!)

? Implementation and realization of defined activities for each touch point of the requirement list

? Implementation of the defined ways to delight (interpersonal, quantifiable, surprising) within each touch point

? Responsibility for the daily execution of countermeasures based on the weekly analysis

? Dealer representative for all customer related topics

Complaint management

? Implement Complaint Management process as defined by MB India

? Keep an overview of open complaints and monitor broad process of resolution

? Root Cause Analysis of all internal & external customer complaints

? Have broad proactive measures taken towards resolution of the complaints

? Keep track of the complaint ratio

? Implement action plan to minimize complaints.

? Implement action plan to reduce complaint resolution time

Desired Candidate
Any Graduate / MBA Degree Experience in Marketing/ Advertising/ CRM (preferably with auto / consumer durable / FMCG / hospitality industry).
Job Expired