23 Oct
General Motors
Dubai
**Key Responsibilities**:
The CRM Manager will operate ambidextrously by maximizing GM MEO's existing CRM ecosystem while leading and developing strategy, tools, and infrastructure to evolve the portfolio to the next level, grow the business and provide measurable results.
The role is also responsible for establishing Analytics (Marketing and Business Intelligence) reporting - and maintaining its continuous improvement cycle. Always with the customer in mind, the role will ensure both, best practices and regulatory compliance on data privacy management.
The role calls for a leadership and collaborative approach in that the CRM Manager will lead a team (direct report and CRM Agencies)
and be able to work cross-functionally to ensure alignment with key business partners and creative agencies.
The key areas of responsibility are described below, however, the scope is dynamic based on business needs:
- ** CRM Leadership**
- ** CRM Operations**
- Lead compliance of CRM related processes. Ensure that the CRM infrastructure/framework is being maintained & working optimally - that collected data is of the best possible quality (database management, feeds, processing, hygiene, rules update, etc), and is actively looking for improvement practices.
- Collaboration with Global teams to ensure the right support is available for the region when required, and that any proactive measures are taken to prevent system disruption.
- Maintain open channels of communication with Dealers & key business partners on requirements, initiatives, and new project milestones and also have the agility and foresight to coordinate a task force or special action/s when required by the business.
- Acts as liaison with the Global Performance Marketing team by leading the local deployment of tools in the pipeline, representing MEO's interests in discussion forums, and bringing awareness of global best practices to MEO.
- The CRM Manager is responsible for the continuous improvement of **Lead Management **practices with the objective of improving lead quality and increasing digital conversion rates, he/she needs to:
- Maintain and improve the process (attribution, source tracking and feedback loop)
- Provide tools to the brand team, agencies and dealers for lead quality & campaign optimization
- Lead the discussion, jointly with country managers, with Dealers on how to improve conversion rates by discussing CRM best practices and acting as a consultant/advisor when required.
- Onboarding new lead capture sources to the system
- Ensure cross-functional alignment and training
- Develop and maintain a collaborative relationship with the IT business partner to ensure successful deployment of any CRM related systems.
- ** CRM Factory**
- Lead, through the CRM Agency, the planning, execution & analysis of the dispatch & performance of CRM communication initiatives (direct marketing, automated campaigns, etc).
- Monitor DB health metrics & campaign metrics, make process revisions & adjustments as required.
- Lead and guide testing of new segments in the quest of finding higher engagement and conversion rates.
- Lead innovation and continuous improvement best practices implementation.
- ** CRM Communications**
**The CRM manager is responsible for leading and delivering the direct marketing communication strategy for customers and prospects. The scope includes (but isn't limited to)**:
- Supporting brand campaigns, assuring a seamless integration, including activations and/or events.
- Evaluation of touchpoint effectiveness.
- Achieve the right balance and coordination between Brand and Dealer communications.
- Foster Loyalty, Sales Retention and Service retention initiatives.
- Ensure Cross-functional alignment / integration with key business partners.
- Support ad-hoc business communication requests (Corporate, Legal, Quality, etc).
- ** Marketing Analytics, Insights and Reporting**
- Continue to build the area of reporting & insight generating capabilities, adapting to the ever-changing business needs.
- Lead the Performance Driven Marketing initiatives.
- On-going campaign performance monitoring, media optimization and reporting.
- Campaign KPI setting and monitoring.
- Generating business reports & ad-hoc studies.
- Lead insight mining from available data to drive ideas/innovation/initiatives that will drive business value.
**Required Knowledge, Skills, Experience and Competencies**
- ** Knowledge and Experience**:
- Minimum 5 years of experience in CRM.
- Seasoned CRM professional, with solid understanding of sales, marketing and project management. Able to provide thought leadership/expertise, strategic thinking and lead operations.
- Experience at an Automotive OEM or related field is an asset.
- Overall understanding of regional consumer behavior and trends.
- Ability to negotiate and work effectively across diverse teams.
- Proficient in English (Arabic is an asset).
- ** Education**:
- Bachelor's degree in marketing or business.
- Sk