Global CRM Manager

VAVA CARS TURKEY OTOMOTİV A.Ş.

Description

A unique opportunity has arisen for an experienced Global CRM Manager, to play a lead role in building our new C2B, B2B and B2C used car marketplace (VavaCars) that leverages our extensive network of petrol stations in Turkey (and worldwide respected brand of our parent company, Vitol.) Reporting directly to the Global CRM & Customer Care Senior Manager this is a key role in building, managing, reporting and optimizing our direct to consumer and direct to dealer CRM strategy through online and real-world channels include field operations, tele-marketing and communication channels.

You will work best when things move fast. You will enjoy working with smart, creative and energetic people, working as part of a highly ambitious start-up team. Your role will be hands-on with real responsibility and impact from day one.

Role Mission

The Global CRM Manager is responsible for designing, managing, delivering and optimizing Global CRM programs through our platform of choice, Microsoft Dynamics. You will help develop an overall Global CRM strategy and deliver it as an Individual Contributor (IC) Your ultimate mission will be to deliver data driven programs for 1. C2B, B2B and DTC lead generation 2. Consumer and Dealer Conversion Rate (CR) maximization (i.e. from 'suspect' to 'customer').

Key Areas of Responsibility

• To develop an overall CRM strategy that reflects our brand and customer obsessive culture
• To have a solid grasp of our business funnel metrics, track them and provide actions according to the trend changes,
• To convert the strategy into an operating plan with tightly defined SOPs for both countries (standard operating procedure)
• To ensure the Call Center SOP’s are align in both countries.
• To track the funnel metrics and give online or offline suggestions to improve these metrics.
• To ensure the SOPs reflect repeatable and scalable processes designed to maximize CRM yield and efficiency
• To ensure we develop an automated and data centric approach to managing, reporting and optimizing all CRM programs
• To be the voice of the customer internally, monitoring and reporting our surveys and customer contacts and championing their needs in the overall CRM tech roadmap
• To work extensively with the Product team in managing and prioritizing the overall CRM tech development roadmap
• To actively manage, optimize and own all customer communications and CRM metrics including send-rate, open-rate, CTR, CR and etc.
• To design, monitor and improve the channel communication like Email & SMS, Whatsapp etc.
• To collaborate extensively with the wider Marketing and cross-functional teams to ensure a once voice approach in all comms
• To produce and present regular reporting and insights on all aspects of CRM performance; you will be expected to dive deep
• To manage the segmentation strategy, monthly calculation and implementation in Dynamic 365.
• According to the customizations and development backlog, manage the D365 development resources efficiently, create the business requirement documents and make sure the request will implement as needed.
• To improve the customer insights, work close to the customer facing teams and the customers.
• To manage and develop Global CRM Executive ana CRM Analytics executive in her/his team

Requirements

• At least 10 years of CRM specific experience working in a tech centric / fast moving / high growth brand and business
• Highly data literate, proficient in excel, but also able to consider qualitative brand inputs
• Resourceful, “think-on-your feet” person with drive, initiative, and a real commitment to getting the job done.
• Excellent organizational skills; leaves no detail unattended
• Excellent time management skills, the ability to multi-task multiple projects and initiatives effectively and prioritize work are essential.
• Highly capable of meeting strict deadlines in a high-pressure, ever-changing environment
• Have the ability to adapt to shifting priorities, demands and timelines
• Highly motivated, goal-oriented and self-directed. Energetic, can-do attitude
• Ability to work and thrive in a growth focused and fast-paced environment
• Must be fluent in written and verbal English

Benefits

We offer a unique and exciting package - nothing like this has been attempted in the local auto space and we want to attract only the best and brightest. We offer a competitive remuneration package and a culture that focuses on employee happiness. Our benefits include:

• Highly competitive salary with performance bonus
• Health Insurance
• Friendly Start- Up office environment with social activities
• Mobile phone, laptop and meal vouchers