Van Customer Experience & Journey Coordinator

Job Description

• Develop and manage CRM communication campaigns across sales, after-sales, used car, and finance operations
• Coordinate and enhance communications with both potential and existing customers, while analyzing and reporting sales performance resulting from these interactions
• Strengthen customer relationships to increase brand awareness and loyalty through consistent and effective communication strategies
• Utilize and improve CRM systems, including customer databases, call center platforms, lead management, and tracking systems, ensuring data accuracy and system efficiency
• Plan and execute CRM activities, campaigns, and customer management processes within the defined CRM budget
• Identify and segment target audiences for campaigns to maximize effectiveness
• Oversee and monitor data privacy regulations (KVKK ) and lead management of agent bonus programs
• Ensure proper coordination in collecting, processing, and storing customer data in compliance with data privacy regulations (KVKK) and company policies
• Collaborate closely with product ownership teams at both MBO and HQ levels to track and adopt emerging digital tools
• Monitor end-to-end customer experience performance, taking corrective actions where necessary to ensure service excellence

Qualifications

• Bachelor’s degree in Business Administration, Business Informatics, Engineering, Marketing, Customer Relationship Management, or a related field
• Proven knowledge and hands-on experience with Salesforce Marketing Cloud and Google Analytics
• Preferably experienced in CRM systems, call center processes and marketing practices
• Excellent command of English, both written and spoken