The CRM Database Executive is a member of the DMS team at head office, reporting to the Head of DMS. You will bring Snows’ customer data to life, helping us to understand how our customer base is growing, and identifying areas of risk or opportunity. You will analyse the success of the customer retention activity carried out by the Marketing & CCC teams, and help the respective managers to optimise our contact strategy. You’ll use your analytical skills to uncover and share relevant insights with Senior Management and respective stakeholders.
Snows Group is an AM Top 50 automotive retailer covering 20 brands at 51 franchises. Based in the south and south-west of England the business differentiates itself from its competitors by delivering outstanding customer service for its customers and manufacturer partners. The customer experience is at the heart of our business and we ensure that this level of service is applied to both our internal and external customers.
Responsibilities
CRM & Database Analysis
* Analyse and report on all aspects surrounding the health of our database and its usability for marketing.
* Bring our customer data to life, highlighting areas of risk and opportunity and support with optimising the Customer Journey.
* Share relevant insights with Senior Management including Executive Board and Franchise Managers when required along with scheduled monthly, weekly and daily reports.
Data
* Assist with the maintenance, development and integrity of the DMS database, ensuring the data is accurate, current and consistent.
* Fulfil data extract requests from the marketing team in relation to marketing campaigns as required.
* Create extracts for new call lists for the Contact Centre as required.
* Check and maintain the automated customer journey process following a brief agreed between the Head of DMS and the Customer Communications Director.
* Implement ways to complement and update any data from other valid data sources.
* Serve as the primary point of contact for the database, identifying opportunities to improve marketing systems and data management.
* Assist staff in using the database to support their business operations.
* Assist with DMS Helpdesk requests as required.
* Carry out project work as and when required.
* Provide support to the staff around the group as and when needed.
* Comply with all of Snows policies and procedures.
* Able to plan, organise self and meet agreed work deadlines.
* Able to assimilate information quickly and provide considered responses.
* Excellent telephone manner, verbal, and written communication.
* Strong work ethic and adaptable to change.
* Attention to detail and maintains good, accurate quality of work.
* Ability to work to tight deadlines to achieve the business needs.
* Able to react positively to organisational and market changes.
Essential & Desirable Skills & Qualifications
* Fluent written and spoken English.
* PC, Microsoft, web literate.
* Good level of competence with Excel, Power BI.
* Analytical mindset with the ability to identify trends.
* Strong work ethic.
* Excellent attention to detail.
* Previous experience with CRM/database systems.
* Familiarity with Keyloop Systems and similar tools.
* Good understanding of Automotive Retail Businesses.
* High level working knowledge of Snows brands.
Team Values
Integrity
Respect for People
We provide open and honest guidance with all our customers, both internal and external.
We act with integrity, trust, and responsibility in everything that we do.
We are ambassadors for all our customers in promoting good working practices.
#J-18808-Ljbffr