Job Description
Responsibilities
- CRM Strategy & Execution: Plan and execute CRM initiatives across multiple brands (BYD, DENZA, Peugeot, Ford, Quicklane) to enhance customer engagement, satisfaction, and loyalty in alignment with Vantage Automotive and brand CI standards.
- Customer Experience Management: Oversee end‑to‑end Customer Feedback Management (CFM) by promptly acknowledging cases, coordinating with stakeholders, and ensuring timely resolution of complaints, low survey scores, and escalated issues in accordance with SOPs.
- NPS & Performance Improvement: Lead NPS performance for Vantage Automotive Ltd. (VAL) and dealer partners, conducting regular showroom and service centre checks to identify service gaps and implement actionable improvements to meet monthly targets.
- Ownership Benefits Administration: Manage and administer ownership benefits programs, ensuring timely submission of signups to partners (CPO, Pan Pac) an...