Customer Experience & CRM Executive

About Us

We know that our people make us special, and our customers do, too. If you have a passion for Mercedes-Benz, as well as delivering great service, then the Euro Commercials team is waiting for you. Browse our positions below to find the one best suited to your abilities.

In addition to a rewarding people-centric working environment, you will enjoy a long list of benefits and incentives, the opportunity to attend regular socials and a competitive basic salary.

If you would like to learn more about how it is to work for Euro Commercials, or have any enquiries about an available position or the application process itself, fill in the enquiry form provided or give us a call at the displayed phone number. We look forward to hearing from you soon.

Objectives

Dedicated to providing marketing support and customer insights that will nurture client relationships through dealer data management and communications.
The role is responsible for enhancing the customer experience across sales and aftersales while using CRM systems to increase repeat business, service bookings, loyalty, and engagement.

Reporting to:

Head of Marketing

Key Responsibilities:

CRM Management

Maintain and manage customer records within the dealer CRM & EMS systems – Keyloop, Dealerweb & Salesforce.
To achieve high levels of data capture and maintenance of records to ensure records are completed with the key data capture fields
Review of customer classification within dealer management systems

Ensure accurate segmentation of retail and fleet customers. Plus departmental and industry segmentation to enable targeted campaigns
Measure GDPR-compliance for existing and new customer records
Consent request for customers to build on contactable database for Euro Commercials
Engagement with Mercedes-Benz Vans and Daimler Truck customer consent platforms

Reporting & Insights

Produce weekly/monthly reports and analytics on dealer CRM activity. Report on levels of data capture, customer consent and other areas relevant to building the data quality and communication
Use findings to recommend improvements or areas of training required

Use of customer insights data to build contacts for the sales teams to target
Reporting of dealer sales systems to enable onward customer communications

Customer Experience

Audit dealer sites to ensure showroom, service reception, and customer waiting areas meet high presentation standards
Support a smooth and consistent customer journey across departments maximizing opportunity for feedback on their experience with Euro Commercials
Centralise customer reviews from all platforms & reporting to the teams
Monitor and report on dealer CSI reporting platforms for Van & Truck (Service & Sales)
Create and deploy bespoke surveys to collect feedback from customers for the teams
Review customer retention data to increase performance index
Log complaints received onto DMS and see through to resolution

Key Performance Measures