Role OverviewThe role of the Marketing and CRM Manager is to drive and support the awareness of the Toyota Financial Services brand and products through various marketing initiatives. Develop and drive the Customer Relationship Management (CRM) strategy through our dealer network and, internally by ensuring a seamless digital customer experience.Working closely with all divisions within Toyota Financial Services, Toyota South Africa Marketing as well as the Toyota, Lexus and Hino Dealer networks, to support new and used vehicle sales, market share, finance and insurance penetrations through conquest and retention strategies.Drive customer retention and lead management nationally within the Toyota, Lexus and Hino Dealer networks and steer the various setting up, roll-out, integration and maintenance of associated retention management projects, programmes and the enhancement of retention management systems.Duties & ResponsibilitiesTo drive and oversee marketing and customer retention management on a national basis and drive the setting up, roll-out, integration and maintenance of associated projects, programmes and systems.Develop and implement marketing strategies, channels (including digital), and branding to support the TFSSA medium term business plan and growth strategies.Develop, implement, and drive marketing and CRM initiatives to enhance the Brands, service offering and market share across all product lines.Responsible for the Brands Corporate Identity internally and externally.Drive the Company digital growth and ensuring an enhanced presence, whilst keeping it maintained as best in class.Creates and builds fit-for-purpose marketing and CRM solutions to increase sales for the Organization.Manages and reports on cost usage that reflects delivery of planned work within agreed parameters.Tracks and reports on tangible benefits of Marketing and CRM initiatives.Ensures customer excellence through interaction with internal and external customers throughout all business activities.Align marketing and CRM activities with stakeholders at Toyota South Africa and marketing agencies.Ensures continuous process improvement to enable effective operational processes.Implements innovative ideas to enhance sales and increase profit.Oversees customer retention management on a national basis and drives the setting up, roll-out, integration and maintenance of associated programmes and systems.Facilitates the implementation of customer retention management initiatives and projects.Generates and implements tactics to increase back-to-back customer retention rates that are in line with global figures.Analyse information and reports to identify trends, discrepancies and inconsistencies for decision making purposes.Deploy integrated risk management, governance and compliance frameworks throughout area of responsibility.Demonstrate leadership behaviour through personal involvement, commitment, and dedication in support of organisational values.Manage the team by executing management responsibilities and create an environment that encourages employee growth and performance excellence.Desired Experience & Qualification6 - 8 Years Experience in Marketing, Advertising and Media (including digital).4 - 6 Years Experience managing a team.Active experience in Customer Retention Management and using digital platforms will be advantageous.Bachelor's degree in Marketing (preferred) or Bachelor's degree in Business Administration or Management.Package & RemunerationMarket Related Cost to Company package.
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