POSITION/TITLE : NSA CRM & Lead Management Co-ordinatorGRADE : EVP-97DIVISION : Africa RBU CCL & CMMDEPARTMENT : Sales and MarketingPURPOSE / DETAILS OF THE JOBThe role of the CRM & Lead Management coordinator is a support function to the CRM manager and customer experience team.
Key responsibilities are to oversee and manage the customer journey across prospective and current customers supporting a seamless customer experience.
The role is directly linked to supporting Nissan Africa's vision and mid-term plans to build maturity within lead management, direct communication and retention, through strategic initiatives, process and governance.QUALIFICATIONS & EXPERIENCEBachelor's Degree in Marketing / Communication, or equivalent.Minimum of 3 – 5 years' experience in CRM strategic plus campaign management, Lead Management, Data Analytics and a must have of CRM systems skills (Salesforce)MAJOR ACTIVITIES Main tasks and responsibilities:Support development of Customer Relationship Management ("CRM") programs, plans and strategic directionCentral control of direct communication to supporting cross functional CRM execution ensuring best practice & governance Lead the CRM direct market strategy, & campaign management (Across prospecting, sales, onboarding, retention & advocacy) (creative guidelines, deployment and measurement.Conduct vigorous testing of all customer communication before campaigns are executedImplementation of business rules to ensure POPIA compliance is met across the board for all prospect as well as existing customers.Implementation and management of campaign tracking to measure campaign ROI.Establish and implement best practices with regard to CRM Lifecycle.
(Implementing new communication solutions for continuous measurable ROI improvements)Build a POPIA countermeasure strategy to increase the number of opt-ins and reduce the opt-out rates.
Understand industry standards for omni-channel marketing and measure key performance indicators for all CRM initiatives.Managing lead management across multiple customer segmentsSupport in contact centre lead agency & dealer lead performances metrics to meet the business needs with proper KPI's & tracking plus monitoringDrive data automation to support in the build of business intelligence to improve efficiencies across prospecting, attribution and retention.Participate in ad hoc special projects to support with customer journey mapping to ensure a seamless experience.
Support Salesforce Marketing Cloud technical team with logics on campaign targeting and segmentation.Implementation and management of tagging (CID) across all platforms (Nissan Brochures, social media, Nissan Webpage etc.)
to measure lead/media attribution.Identify gaps in the customer journey, request and monitor action plans from the business owners to close the gaps.Assist with all data integrations into the Nissan platform via various sources i.e.
Google ad leads, Nissan Website.Discussion and implementation of benchmark studies that leads to best practices within the dealer network and to assist Dealers with CRM process management to improve customer data quality.Develop CRM dealer training and guidelines to ensure continuous improvement to protect both the brand and customer at the core.Assist in the implementation of CRM processes and platforms for Africa regions to ensure a standardized customer journey is followed across all Nissan RBU markets.Drive all Salesforce integration, intelligence and mapping across al digital data points to support automation of data.Implement and lead all UAT on Salesforce enhancement projects.CRITICAL COMPETENCIES:Dynamic, autonomous, proactive, proven ability to multi task and work in a fast paced environment.Extensive customer database understanding and management.Ability to demonstrate a creative approach to problem solving.Knowledgeable, curious, ability to investigate, identify gaps and build innovative solutions, process and governance Direct marketing, with campaign and retention strategy knowledgeProven ability to work cross-functionally, plus across partner agencies & stakeholdersKnowledge and experience in multi-channel marketing, lead management (online & offline), with lead scoring, attribution and funnel analytic automation Knowledge of interacting with the Dealer Network & Automotive Industry experience.Knowledge of customer journey mapping across the customer lifecyclePOPIA compliance knowledge & building of compliance governance & processes.Technical: CRM System implementation Platforms (SalesForce), Adobe / Google Analytics, Data Management Platforms,Language: Excellent communication Skills in English requiredGauteng South Africa
