crm & Marketing Director

1. Marketing
Observe the car market in the designated market area as well as analyze and evaluate trends and market changes. Develop advertising measures, events, customer contact, etc., bearing in mind the ideas recommended by the MBV Brand represented. Calculate costs and evaluate benefits, create and implement advertising measures (possibly in conjunction with advertising agency)
Plan, prepare, and organize events and negotiate with the relevant service providers in consultation with the Dealer Principals, Sales Managers, Customer Services Managers... Prepare Marketing budget, plan, expenses & performance reports to GD, DPs and Marketing MBV to get the bonus. Manage consistent utilization of all customer contacts by sales staff.
Align central MB Vietnam press releases and invitations to press events on information on Mercedes-Benz and Vietnam Star in consultation with central media communications department of MB Vietnam. Ensure that the appearance of the dealership and its presentation in the media comply with the overall corporate identity.
Select customer data according to target group criteria and check the quality of the customer data. Create and implement mailing campaigns in the market area.
To update and maintain the internet pages detailed understanding of how to exploit the media systems, applications for. Implement the marketing digital performance campaigns to boost lead generations and contribute to sales volume.
Create the initial Digital onboarding platform on the mobile application, optimize customer journey & drop-off flow. Carry out analyses of the competition/benchmarking.
Carry out analyses and evaluate trends and market developments. Monitor the local automobile market.
To analyze the effectiveness of advertising measures and to compare the figures with targets.
Carry out and evaluate sales promotion measures. Manage media advertising, direct marketing, and events.
Manage customer loyalty activities. Manage appropriate presentation of Mercedes-Benz products according to MBV Dealership standards, CI/CD
2. CRM
Monitor and optimize performance of CRM & Marketing subordinates. Support Sales team in exploitation of market potential.
Manage effective complaints management and, if necessary, lead customer discussions in special cases.
Implement customer care daily and support sales and after with customer complaint handling.
Ensure the sales literature, product brochures as well as process documentation and the required software is up to date, complete and available.
Ensure information from the headquarters is followed up, archived, and made available.
Employ, develop and manage CRM & Marketing staff to demand and enable top performance.
Network with MBV departments for CRM & Marketing issues.
Detailed understanding of how to exploit the dealer management system (DMS) and Sales force.
Support Sales and Services in preparing CSI improvement action plans as required by MB Vietnam and as initiated by Vietnam Star Automobile Ltd.