MARKETING AND CRM MANAGER

Description

Job Summary: Lead and coordinate Marketing and CRM operations to drive commercial success, build brand equity, and ensure customer loyalty at the dealership. Key Responsibilities: 1. Lead Marketing and CRM strategies for various business units. 2. Develop the brand and manage customer experience to foster loyalty. 3. Implement and manage Digital Marketing and Social Media activities. **General Objective:** Lead, coordinate, and implement Marketing / CRM operations within the dealership in accordance with guidelines established by Volkswagen de México and the competency levels of its region. **Specific Objectives:** * Increase dealership profitability and ensure commercial success by boosting foot traffic / digital traffic and workshop visits. * Build brand presence in the local market and maintain Volkswagen customer loyalty through management of their experience during new vehicle purchase, after-sales services, and satisfaction with their vehicle. * Promote “Volkswagen Products” and “Service Offerings” (vehicles, parts, accessories, maintenance services, etc.), as well as services offered by VWSF (financing plans, promotions, insurance, etc.). **Education Level:** Bachelor’s degree: Primarily in Marketing and Communications or Economics and Administration fields. **Required Knowledge:** * Basic market research skills. * Data analysis capabilities (market, industry, financial). * Communication skills. * Basic knowledge of digital marketing. * General knowledge of sales and distribution channels. * Customer service techniques and complaint handling. * Creative skills to develop new company revenue streams. * Tools for activity planning and organization. * Microsoft Office suite (PowerPoint – advanced level, Word – intermediate level, Excel – basic level, Outlook). **Experience:** 2 years of experience in a similar position. **Main Responsibilities:** Develop and implement the dealership’s Marketing Plan, as well as manage the strategic pillars of Retail Marketing*. * Develop Marketing / CRM strategies focused on key business units (new vehicles, used vehicles, service, parts, accessories, warranty, financing plans) to boost sales of various products and/or services. * Develop Marketing / CRM strategies including: **Communication and Advertising** Includes: Market analysis, advertising, communication strategies, sponsorships and alliances, events, and public relations. **Digital Marketing** Includes: Digital communication strategies, management of the dealership’s website, and Google Search campaigns, based on Retail Marketing guidelines. **Social Media** Includes: Ensuring proper management of all social media platforms where the dealership is present, in accordance with Retail Marketing guidelines. Designing campaign strategy and planning, and developing crisis management and customer service plans for these channels. **CRM Campaigns** Includes: Database management, execution of direct marketing campaigns, and definition of loyalty programs. **Customer Service** Includes: Customer orientation within the dealership, initiatives to improve customer satisfaction, handling of dissatisfied customers, management of complaints, and actions to enhance customer experience at every touchpoint with the dealership. **Main Responsibilities:** **Measurement and Control** Includes: Measuring and monitoring executed activities for analysis, return on investment, and subsequent strategic decision-making. * Implement and manage the dealership’s Call Center activities. * Ensure excellent customer service in the commercial area through the Hostess role. * Monitor customer satisfaction indices at each touchpoint with the dealership to identify areas for improvement. * Effectively utilize information technology tools, and encourage proper utilization of these tools by reporting staff. * Participate in internal training and development programs convened by Volkswagen de México. Employment Type: Full-time Salary: Starting from $8,300.04 per month Benefits: * Savings fund * Grocery vouchers Experience: * CRM: 2 years (Mandatory) License/Certification: * Marketing (Mandatory) Work Location: On-site employment