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CRM Consultant

Apply now Job no: 503345
Work type: Full Time - Permanent
Location: Gaydon, Warwickshire
Categories: Commercial

Aston Martin is built upon the passion, skill and creativity of the people who dedicate their working lives to the most iconic brand in the world. Every intricate stitch beautifully expressed line, and the stirring noise of our engines is a manifestation of the desire and collective spirit to create the most beautiful cars: the soul of Aston Martin made real.

Job Purpose:

This position is a qualified Salesforce Administrator with two other team members responsible for the day-to-day management of Salesforce CRM and Communities for the HQ, Regional Teams and Aston Martin Global Dealer Network.  This person will be responsible for all elements of the Aston Martin Salesforce organisation including support requests, new users, release management, new functionality, training if new users, liaison with IT on legacy systems, etc.  They will also be responsible for reporting and analytics in terms of sales funnel and the ROI of the various campaigns.  A passionate advocate for Salesforce and a subject matter expert, this role is responsible for ensuring that AM CRM is constantly evolving and reflects best practice.

Key Duties & Responsibilities:

  • Point of contact for all day to day enquiries relating to CRM, sales funnel, campaigns, etc. for Aston Martin global dealers and internal colleagues
  • Support for all CRM aspects of lead generation, sales conversion, sales process, customer loyalty and ROI reporting
  • Supports in the creation of training and communication assets to support adoption of our CRM solution amongst the global dealer network
  • Consult with E-mail Marketing team to support development of customer communications
  • Support with advise for internal stakeholders on the customer experience to support delivery of our CRM Strategy (Marketing Communications, Launch Strategy, Product Strategy, Client Support, Global Dealer network, etc.)
  • Measure the business impact of the communication plans via tailored reporting
  • Responsible for creation and management of all CRM reporting
  • Responsible for customer data accuracy and cleansing processes
  • Monitoring the execution of tailored communications to ensure appropriate engagement of Aston Martin with all contacts, aligned with dealer contact strategies
  • Ensure that an agile approach to our CRM strategy is adopted to address specific business needs as they arise i.e. customer satisfaction / reacting to customer survey results
  • Support of our Salesforce Creative & Technical agencies
  • Liaise with Marcom and manage IT working relationship/deliverables in systems changes
  • Support in the delivery of Dealer & Regional Marketing Plans
  • Drive culture of constant improvement in our CRM practice and process
  • Act as subject matter expert for Salesforce CRM and Marketing Cloud within Aston Martin
  • Ensure that Aston Martin makes maximum use of the investment made in Salesforce products and adopt relevant updates in a timely manner

Qualification & Experience:

  • Experience as a Salesforce Administrator working with Salesforce CRM
  • Hands-on practical experience in CRM systems and processes, preferably in a commercial function
  • Experience of successful execution of marketing campaigns in an international context
  • Previous knowledge and experience of working in cross-functional teams
  • Experience of planning, implementing and measuring ROI of individual direct marketing campaigns via simple, highly visual reports
  • Thorough knowledge of MS Outlook, Excel (including pivot tables, chart creation), Word, PowerPoint, Access, Lead Management, campaign systems.
  • Proven project management, dealer & cross-functional influencing skills
  • Able to clearly and succinctly articulate complex ideas
  • Knowledge and understanding of process builder and workflows
  • Knowledge and understanding of Salesforce communities
  • Salesforce ADM 201 certified
  • Salesforce Marketing Cloud certified
  • Marketing or equivalent business degree / CIM diploma in marketing or business/ economics/project management qualification or. Business/Economics/Management senior qualification

Skills/ Behaviours:

  • Previous knowledge and experience of running CRM and communication programmes within the luxury and/or retail sales sector
  • Excellent verbal and written communication skills, - able to influence/negotiate with senior management & stakeholders
  • Working knowledge of marketing best practices
  • Proven project management & cross-functional skills
  • Excellent organisational skills with an analytical approach to problem solving
  • Previous experience of managing agencies & third parties
  • The capability and commercial awareness to identify opportunities to improve conversion, retention and repurchase rates
  • Analytical and reporting skills to measure business impact of CRM activities (ROI)

Advertised: GMT Standard Time
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