Position Overview
To manage, optimise and govern MBSA's customer communication, CRM, lead management and Salesforce ecosystem across Mercedes-Benz Cars, Customer Services and Vans. The role is responsible for enabling customer acquisition, lead conversion and retention, supporting the Business Development Centre (BDC) and sales operations, driving digital transformation initiatives, and ensuring compliance with regulatory and data governance requirements to deliver an exceptional customer experience.
Main Tasks:
System development and enhancement projects, contact strategy Implementation:
- Provide input and support to IT to develop CRM and customer experience systems such as Salesforce and STS.
- Provide requirements for new developments as well as documentation in terms of all processes. Troubleshoot requirements and solutions with IT. Provide regular feedback on progress of projects. Follow up and escalate any potential areas of concern or optimisation.
- Ensure optimal data flow and accuracy through all relevant systems. Perform Testing, Analysis and implementation.
Salesforce Support, Project Execution:
- Be a responsible custodian and business owner of Salesforce.
- Support, consult, advise on data governance topics and be able to implement solutions and contact strategies for the MBSA marketing team.
- End-to-end project management and documentation.
- Project plans and expectations must be clearly communicated.
- Ensure maximum visibility and uptime of relevant platforms/Monitor, analyse, maintain and optimise relevant platforms.
- Ensure efficient and effective processes (automation and innovation) Work in an agile and responsive manner and align with team sprints.
- Ensure compliance to Mercedes-Benz security, IT standards and POPI Act
- PoPIA and Compliance custodian for Marketing and Sales. Perform all PoPIA & Compliance related tasks. Ensure all Marketing and Sales staff are informed of PoPIA and Compliance Standards and data protection standards
CRM:
- Segment/Extract data for campaigns.
- Load and create campaigns for email and sms and send out communication to customers in a timeous fashion as per deadlines.
- Report on campaign-based results
- Supporting the Big Data Management strategy and ecosystem to support the collection, cleansing and analytics of big data in order to market and drive the sales and aftersales objectives of the business within a digital ecosystem while still maintaining supporting existing CRM.
- Sales Force Data Management systems with IT.
- Develop, implement document all data interface strategies to optimise and maintain MBSA goal for single view of the customer.
- Manage the data mining processes to gain valuable insights, predict future trends and activities, and create new business opportunities.
- Optimise marketing, segmentation and targeting, sales and pricing processes with intelligence and innovation
Data Governance:
- Develop and implement data standards on CRM systems.
- Act as departmental gatekeeper in terms of POPI.
- Serve as the MB PC point of contact for data sharing.
- Support the business with all documentation approvals required for data sharing (IT, compliance,
- legal, MBAG) and system implementation.
- Create and maintain an easy process for business to share data securely. Ensure that data input (both structured and unstructured from various input systems) is accurate and that the structure and movement of data is documented and easily accessible.
- Includes DATA STEWARD ROLE on Salesforce as well as data cleaning routes and executions
Specific knowledge
- CRM
- Project management
- Data literacy
- Salesforce experience
Experience:
- 3-5 years relevant experience
