As a CRM Enhancement Manager (m/w/d) (Change Mgmt.), you will play a pivotal role in ensuring the successful adoption and utilization of Pan-EU CRM standards over markets. You will be primarily responsible for designing/analyzing main CRM programs which will be the backbone of CRM communications/campaigns towards end-customers with local activities. As a control tower, it is required to continuously analyze local CRM performances by its design (purpose/process/logics) and measurable results. With the given understandings, you will be leading a discussion with local CRM managers and provide potential solutions to enhance CRM performance.
We want you to:
* Design/maintain a Pan-EU Standard CRM program and check on the feasibility with +11 local markets
* Monitor/analyze the results (quantitative, qualitative) of local CRM activities and define the obstacles and insights
* Develop regular discussion materials based on the analysis, and lead in delivery & communication with CRM stakeholders in Hyundai Motor Europe & local markets
* Establish the change management plan and guideline contents for markets depends on the level of the performances and types of activities
* Develop & manage key KPIs and dashboards for monitoring effectiveness of CX and business performances
* Proactively engage in customer care management over customer channels, study to develop clear messages and pull proper customer segmentation and activation to the improve loyalty, membership, service retention and repurchase.
* Closely collaborate with EU market teams and stakeholders for new business / IT process rollout
* Lead a change management program and collect feedbacks/requirements regarding the platform.
* Communicate and align with CRM directions of HQ and translate into Pan-EU region standards.
* Support in reporting to HQ and follow up the decision makings and issues points.
* Master and demonstrate technical and operational expertise.
About you:
Requirements:
* University Degree (Bachelor/MBA etc.)
* Minimum 5-10 years’ experience in a related position or specialization
* Global Project Rollout Experience
* Professional experience with Business Analysis
* Research / Benchmarking knowledge is required
* Good understanding in Salesforce solutions (SFDC Certification is preferred)
* Experience in data analysis and delivery the summary report
* Collaborative mindset - Strong teamwork, communication with stakeholders in various organizations
* Strong ability to prioritize and manage multiple tasks and responsibilities
* Excellent communication skills and a collaborative/teamwork mindset
* Proficiency in MS Office is required
* Proficiency in English (both written and oral) is required
Rewards and Benefits
* A highly competitive salary and benefits package
* Flexible working hours and hybrid work policy
* Continued learning and professional development
* Car sharing and car lease mobility program
* Daily complimentary lunch at the office canteen and subsided breakfast snacks
* Free access to the company gym
* Opportunities to join company sporting clubs including tennis, soccer, yoga and golf
* Highly international working environment