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Marketing/CRM Analyst - <p>When it's time to reflect on the path you've travelled, you'll be glad you chose the right vehicle.</p>

When it's time to reflect on the path you've travelled, you'll be glad you chose the right vehicle.
Marketing/CRM Analyst

  • Code number: PBR-D-1614680287-E
  • Entry level: Professionals
  • Location: Sao Paulo
  • Organization: Porsche Brasil

Tasks

Main Responsibilities
Customer Commitment

  • Customer complaint/requests handling and documentation ensuring Porsche CRM system (C@P) is fully up to date and is being used correctly on Importer and Dealer levels
  • Interaction with other PBR departments to deliver the most efficient solution possible for all parties involved
  • Goodwill requests handling, approval and documentation
  • Dealer users support regarding Customer complaint/request handling and Goodwill requests
  • Ensure PBR customer complaint/request handling on Dealer levels
  • Ensure defined all PBR Customer Commitment KPIs and reaction times will be reached on all levels
  • Regular monitoring of all relevant Customer Commitment KPI’s
  • Customer complaint/request and Goodwill reporting production and analysis on a monthly basis to ensure internal stakeholders are appropriately informed
  • Suggestion of process improvements where possible to reduce the volume of customer complaints and improve the overall customer experience

Purchase and Service Satisfaction (ePSS/SSS)

  • Support on the implementation of the ePSS/SSS program on a technical level, ensuring all internal processes are set up and working properly on Importer and Dealer levels
  • Porsche Purchase and Service Satisfaction system (PPR) user administration and support
  • Updating market specific content in PPR
  • Management of email data quality process and email rejection/bounce backs in PPR and update of C@P in all cases
  • Processing of all customer data changes requested by customers through ePSS/SSS, ensuring C@P is up to date at all times
  • Follow-up and resolution of all open customer cases generated through the ePSS/SSS process
  • Regular PSS/SSS reporting and distribution

Administration of CRM system C@P

  • Support on system maintenance, changes, integration, rollouts and testing, user administration, technical support of dealers, data management (e.g. data cleansing activities)
  • Dealer support for C@P usage (CRM, Sales, After Sales, Marketing)

C@P Marketing Campaings

  • Execution of Marketing Campaigns in C@P/Hybris, including EooC.
  • Dealer support for C@P Marketing Manager usage on Dealer level.

C@P Reporting

  • Regular reporting of C@P data on importer and dealer level to include:
  • Lead management/SAFE reports
  • Data quality reporting
  • Marketing/After Sales campaign reports
  • Support for BIC usage on Importer and Dealer level.

Qualifications

Education

  • Bachelor´s Degree in Marketing, Business Administration or other relevant areas preferably with a focus on customer care / CRM

Experience

  • Previous experience with CRM or
  • Understanding of IT as an enabler

Competencies:

  • Communicative
  • Relationship Management
  • Flexible and Adaptable
  • Planning and Organization
  • Initiative and Creativity
  • Analytical mindset and data driven approach

Skills

  • Excellent verbal and written communication skills
  • Fluency in English language required
  • Ability to manage multiple tasks
  • Ability to prioritize and adaptable to change
  • Creative and analytical thinking skills
  • Highly organized - strong attention to detail
  • Team oriented working attitude and intercultural understanding

Exclusive look behind the scenes

Porsche is an equal opportunity employer and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, state or local law.
[Apply now at:
recepcao@porsche.com.br ](mailto:recepcao@porsche.com.br )

Marketing/CRM Analyst - <p>When it's time to reflect on the path you've travelled, you'll be glad you chose the right vehicle.</p>

Porsche AG
38527 Meine
Vollzeit

Veröffentlicht am 17.03.2021

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