Head of Loyalty

Head of Loyalty

الوصف الوظيفي

Head of Loyalty | Automotive | Global Aftersales

Overview of the role:

This role purpose is to manage customer loyalty programs for the Aftersales in Al-Futtaim Automotive. The role will work closely with the all business units in the Automotive to develop, sustain, establish, and improve the Customer loyalty program and services. Role will support all Sales channels of Al Futtaim Automotive brands, Tier 2 and Body & Paint with a focus on increasing conversion, customer engagement and retention.

What you will do:

• Create an Al- Futtaim automotive aftersales strategy for loyalty products and services

• Collate competition data and market trends from internal and external sources to influence strategic business decisions

• Implement and deliver products and service conversion with a focus on increasing conversion, customer engagement and retention

• Responsible for meeting the objectives and targets of each campaign and measure the impact of all Retention activities in the business case

• Develop value propositions for optimizing conversations and retargeting campaigns for new customers and reactivate lapsed customers

• Create a sustainable division wide aftersales service offering, e.g. service maintenance contracts, roadside assistance program.

• Coordinates Service offers with Sales, Aftersales, Insurance companies and Financial Services

• Align products and service pricing with the Pricing team

• Key resource for customer insight and behavioural trends, conducting regular “deep-dive” analysis to shed light on observed trends that may not be immediately understood

• Track customer issues through Inbound, outbound, and all customer touch points to ensure any customer issues that may result in inactivity are highlighted and resolved.

• Liaise with Call centre department to ensure execution excellence for all retention outbound campaigns/calls to drive KPI’s

المهارات

Required skills to be successful:

• Expert knowledge and proven track record in creating and implementing loyalty products and services

• Experience in the automotive after-sales industry.

• Experience at an Origian Equipment supplier or Finance & Insurance industry of managing product portfolio or a major OES vendor

• Strong data analytical, evaluation and interpretation skills, including P&L

What Equips You For The Role:

• Stakeholder management skills with the ability to communicate and interact with officials at all levels

• Strong communication and interpersonal skills able to drive best practices and productivity

• Ability to think out of box and design marketing and campaign management.

تفاصيل الوظيفة

منطقة الوظيفة

الإمارات العربية المتحدة

قطاع الشركة

المحاسبة

طبيعة عمل الشركة

صاحب عمل (القطاع الخاص)

نوع التوظيف

دوام كامل

الراتب الشهري

غير محدد

عدد الوظائف الشاغرة

1

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