Job Description

Job Summary:The CRM EV Specialist is responsible for managing and optimizing the Customer Relationship Management (CRM) system with a focus on the Electric Vehicle (EV) market. This role involves developing strategies to enhance customer experience, improving CRM processes, and using data analytics to drive customer engagement and satisfaction. The specialist will also coordinate with marketing, brand, and technical teams to ensure that EV-related customer needs are met effectively.Key Responsibilities:CRM Management: Maintain and optimize the CRM system to support the growth of the electric vehicle customer base.Customer Insights: Use CRM data to analyse customer behaviour, preferences, and trends in the EV sector to drive strategic decision-making.Campaign Management: Collaborate with marketing and brand teams to design and implement targeted campaigns for EV customers, ensuring personalized communication based on customer journey and behaviour.Data Analytics: Track and report key performance indicators (KPIs), customer satisfaction metrics, and campaign effectiveness. Provide insights to enhance the customer lifecycle and drive customer retention.Customer Support: Work closely with customer support teams to resolve CRM-related issues, improve the customer support process for EV customers, and ensure prompt resolution of any customer complaints or inquiries.Product Knowledge: Stay informed about the latest trends and technologies in the EV market and use this knowledge to educate and support customers effectively.Automation: Implement automated workflows and processes within the CRM to streamline customer communication and improve overall customer experience.Customer Feedback: Collect and analyse feedback from EV customers to drive product improvements, service offerings, and customer satisfaction initiatives.Compliance: Ensure CRM practices comply with relevant data protection and privacy regulations.Qualifications and Skills:Education: Bachelor\'s degree or higher in Business, Marketing, IT, or a related field.Experience: 5+ years of experience in CRM management, preferably in the automotive or EV industry.Technical Skills: Proficiency with CRM platforms (e.g., Salesforce, data analytics tools, and marketing automation systems.Knowledge of EV: Strong understanding of the electric vehicle market, including customer needs and industry trends.Analytical Skills: Strong data analysis skills with the ability to interpret complex data and create actionable insights.Communication: Excellent written and verbal communication skills, with the ability to collaborate across teams.Problem-solving: Ability to troubleshoot CRM issues and find efficient solutions.Customer Focus: Strong understanding of customer-centric strategies and customer relationship management principles.Tech-savvy: Familiarity with CRM software, marketing automation, and data visualization tools.Brand or Agency (client handled) side -MG EVsBYDMerc, BMW, Audi, Volvo EVsTata Motors (worked on EV portfolio - Nexon)Hyundai (worked on EV portfolio - Ionic 5)

HRC Global Services