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Customer Relationship Management Specialist

1 month ago

Markham, Ontario, Canada Hyundai Full time
Job Summary

We are seeking a highly skilled Customer Relationship Management (CRM) specialist to join our team at Hyundai Canada. As a CRM specialist, you will be responsible for developing and executing lead management programs for Genesis Canada, providing lead acquisition support to distributors, and continuously improving lead management programs and platforms.

Key Responsibilities
  • Manage the Customer Relationship Management program (CRM) including Guest relationship communications, lead generation, and vendor management.
  • Collaborate with Canadian Genesis distributors and the Genesis Canada marketing team to develop and implement CRM strategies.
  • Optimize the Genesis Canada CRM database, acting as the point person for all Salesforce CRM initiatives.
  • Work with Salesforce to manage data quality, analysis, and provide actionable insights to enhance Guest loyalty, engagement, and lead generation efforts.
  • Manage Guest lifecycle communications in collaboration with the marketing department, Genesis Finance, and Genesis distributors.
  • Lead and manage CRM marketing campaigns end-to-end, including planning, briefing, targeting, testing, execution, reporting, and optimization.
  • Provide guidance, support, and recommendations to distributors for local marketing initiatives.
  • Lead all CRM efforts in support of national events, including Autoshows and sponsorship activations.
  • Leverage customer data insights and segmentation tools to identify target audience strategies and business rules based on the stage of customer purchase journey, segmentation, and behaviors.
  • Analyze performance and develop reports/dashboards that measure the effectiveness of CRM initiatives.
  • Lead the continuous improvement of Genesis CRM tools in collaboration with the Manager, Digital Platforms, and the wider Hyundai Auto Canada organization.
  • Collaborate with the wider Hyundai team on the implementation of CVA, eLMS, and Connex to optimize CRM efforts across brands.
  • Build and maintain positive and collaborative relationships with agency partners, vendors, and cross-functional teams.
Requirements
  • Completion of an undergraduate degree in marketing, business administration, data analytics, or a related field, or an equivalent combination of experience and education.
  • 7+ years of relevant experience in a similar function, with luxury automotive experience being desirable.
  • Salesforce/Marketing Cloud experience required.
  • Proficiency in direct marketing, customer loyalty programs, and lead management.
  • Technical platform development/implementation experience is an asset.
  • Fluency in French is an asset.
  • Strong analytical and strategic capabilities.
  • Creative and strategic thinker.
  • Excellent oral and written communication skills.
  • Excellent analytical and problem-solving skills.
  • Excellent presentation skills – ability to distill complex analysis and program recommendations into concise management information.
  • Strong organization skills.
  • Proficient in MS Excel, Word, and PowerPoint.
What Hyundai Canada Can Offer You
  • Award-winning work culture.
  • Health benefits start day one.
  • Car leasing program.
  • Flexible start times and hybrid working environment.
  • RRSP matching.
  • Maternity and parental leave top-up.
  • Career development and mentoring program.
  • Tuition reimbursement support.