Aftersales - CRM Specialist

Digital & Search Marketing (Marketing & Communications)

As Aftersales CRM Specialist, he/she is responsible for the successful configuration, deployment, and management of the Nissan CRM system to optimize the sales potential and customer communication processes. He/ She is to ensure data integrity by implementing best practices in data management and deduplication. He/She should be able to create and manage user roles, and permissions, as well as ensure the data security and that these requirements are delivered within the specified timeline.

The Aftersales CRM Specialist supports the expansion of aftersales business through the implementation of Customer Loyalty program, Digital program and introduction of new programs and/or the enhancement of current programs and channels. The AS Programs Management Specialist shall ensure that programs, initiatives, and objectives of AS are delivered within specified timelines.

JOB FUNCTION:

• Create, implement, update Aftersales Digitalization initiatives to improve digital presence of Nissan Aftersales online and provide customer easier access to Nissan's products and services.
• Create, implement, update Aftersales Customer Journey to contribute to Customer Loyalty improvement.
  • Draft AS CRM communication plan and content
  • Liaise with AS Service Marketing team to ensure AS planned journey is properly set up in the Campaign Management System
  • Monitor the performance and collaborate with relevant team to run solid PDCA process
  • Manage internal and external AS marketing communication
• Oversee AS-related online content for websites, landing pages, ecommerce sites, service booking pages, accessory configurators, etc. including content generation, campaigns and site maintenance
• Support in identifying new opportunities and new business channels through which parts, accessories and services can be offered to dealers and customers through the data extracted from the CRM.
• Oversee timely generation and ensure accuracy of aftersales reports related to CRM:
  • Weekly and Month-end reports
  • Monthly KPI Reports
• Prepare the budget for AS CRM-related enhancements and update it's current disbursements/ balances
• Monitor and report competitor activity
• Lead development of data through the use of tools such as the Power BI, etc.
• Other related duties and responsibilities that may be assigned from time to time.

MINIMUM QUALIFICATIONS:

1. Education and Certification

• Bachelor's Degree in Business Management, Marketing, Data Sciences, or any related course.

2. Experience

• Minimum 2 years in sales and/or marketing work
• With automotive aftersales experience preferred but not required

Skills and Competencies

• Shows commitment to providing customer service
• Proficient in the use of CRM software
• Knowledge of customer acquisition and retention strategies
• Excellent presentation skills
• Excellent interpersonal communication skills
• Excellent oral and written communication skills
• Strong skills in the following areas: Data Analysis, Customer communications, teamwork, flexibility, and reliability.
• Analytical ability in evaluating KPIs, program performance, and related KPIs.
• Strong working knowledge of Excel, PowerPoint, Power BI, and Word.

Physical requirements

• Preferably with a valid driver's license and driving skills
• Amenable to travel, whether occasional, frequent, local or international

What's your expected monthly basic salary?

Nissan Philippines, Inc. (NPI), was founded on September 23, 2013. On March 2014, NPI began operations as the sole national sales company for the Philippines unifying the Nissan brand under one umbrella. Since it began operations, NPI has become one of the fastest growing automotive companies in the Philippines, closing Fiscal Year 2017 with a 38% growth versus the previous Fiscal Year. NPI has also spearheaded the aggressive expansion of its dealership network, with a total of 42 dealerships which can be found in key cities nationwide.

NPI is led by President Mr. Juan Manuel Hoyos.

NPI intends to reinforce its brand image and grow its share in the market by broadening its product lineup with exciting vehicles, strengthening sales and fortifying its service across the nation.

As a corporation Nissan is committed to driving growth across the ASEAN region. A key future target in its ASEAN mid-term plan is to more than triple sales across the region to 500,000 units and achieve 15% market share. Nissan believes that the Philippines is one of the key markets in the region and is an important component to achieving its goals. The establishment of NPI is an illustration of the company's commitment to the Philippines and the region.

About Nissan Motor Co., Ltd.

Nissan Motor Co., Ltd., is Japan's second-largest automotive company, its headquarters are in Yokohama, Japan, and is part of the Renault-Nissan Alliance. Operating with approximately 236,000 employees globally, Nissan sold more than 4.9 million vehicles and generated revenue of 9.6 trillion yen (USD billion) in fiscal 2012.

Nissan delivers a comprehensive range of more than 60 models under the Nissan and Infiniti brands. In 2010, Nissan introduced the Nissan LEAF, and continues to lead in zero-emission mobility. The LEAF, the first mass-market, pure-electric vehicle launched globally, is now the best-selling EV in history.

About Nissan Philippines, Inc.

Nissan Philippines, Inc. (NPI), was founded on September 23, 2013. On March 2014, NPI began operations as the sole national sales company for the Philippines unifying the Nissan brand under one umbrella. Since it began operations, NPI has become one of the fastest growing automotive companies in the Philippines, closing Fiscal Year 2017 with a 38% growth versus the previous Fiscal Year. NPI has also spearheaded the aggressive expansion of its dealership network, with a total of 42 dealerships which can be found in key cities nationwide.

NPI is led by President Mr. Juan Manuel Hoyos.

NPI intends to reinforce its brand image and grow its share in the market by broadening its product lineup with exciting vehicles, strengthening sales and fortifying its service across the nation.

As a corporation Nissan is committed to driving growth across the ASEAN region. A key future target in its ASEAN mid-term plan is to more than triple sales across the region to 500,000 units and achieve 15% market share. Nissan believes that the Philippines is one of the key markets in the region and is an important component to achieving its goals. The establishment of NPI is an illustration of the company's commitment to the Philippines and the region.

About Nissan Motor Co., Ltd.

Nissan Motor Co., Ltd., is Japan's second-largest automotive company, its headquarters are in Yokohama, Japan, and is part of the Renault-Nissan Alliance. Operating with approximately 236,000 employees globally, Nissan sold more than 4.9 million vehicles and generated revenue of 9.6 trillion yen (USD billion) in fiscal 2012.

Nissan delivers a comprehensive range of more than 60 models under the Nissan and Infiniti brands. In 2010, Nissan introduced the Nissan LEAF, and continues to lead in zero-emission mobility. The LEAF, the first mass-market, pure-electric vehicle launched globally, is now the best-selling EV in history.

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