Crm + Database Manager

The Driving Spirit

Based in the South and South-West of England, Snows Motor Group is an AM Top 50 automotive retailer covering 20 brands across 54 franchises. We differentiate ourselves from our competitors by delivering an exceptional level of service to both our customers and manufacturing partners. We are currently looking to recruit a CRM & Database Managerto join our Customer Contact Centre in Hedge End.

Your day

The CRM & Database Managerwill be responsible for ensuring that the relevant data to execute customer communications is complete and accurate and will understand how we can use data from multiple sources to enhance our customer journey. This includes:

• Manage and maintain the health of the customer database, ensuring that critical information is complete and up to date.
• Implement data hygiene best practices to enhance data quality and integrity.
• Regularly audit and clean the database to address duplicate or outdated records.
• Work closely with teams across the business to ensure that data input and management processes are clear and adhered to.
• Ownership of Digital Marketing platform and integration of other data sources.

• Generate insightful reports and analysis to measure the health of the database.
• Report on the success of database marketing campaigns and customer journey communications.
• Analysis of recipient behaviour and responses to maximise success of future campaigns.

• Ownership and development of the overall Snows Customer Ownership Journey to maximise customer retention.
• Work with Brand Marketing Managers to create relevant and effective targeted campaigns based on customer data.
• Ensure total compliance with GDPR and data protection best practices.
• Work closely with Group Compliance Manager and Dealership Management to ensure that Customer Service escalations, complaints and Subject Access Requests are escalated/handled appropriately and effectively.
• Lead and manage a team of CRM Executives. Ensure that the responsibilities of each individual are carried out in an effective and time efficient manner.
• Maintain and revise processes and procedures to ensure consistency, accuracy, accountability, and control of CRM activities.
• Conduct regular reporting/presentations to your teams, senior management, peers etc based on results, activities, focus areas and proposals.
• Ensure all communications are in-line with agreed Snows Group standard conversational guidelines to ensure we give a consistent customer service and sales process.

Have you got what it takes?

• Inspiring leadership and teamwork.
• Able to plan, organise self and meet agreed work deadlines.
• Understand and comply with Group compliance/policies.
• Able to assimilate information quickly and provide considered responses.
• Strong work ethic and adaptable to change.
• Attention to detail and maintains good, accurate quality of work.
• Ability to work to tight deadlines to achieve the business needs.
• Able to react positively to organisational and market change.

Essential:

• Experience of managing and developing people and their performance.
• Results driven with strong business acumen.
• Excellent communication and interpersonal skills.
• Excellent working knowledge of GDPR and experience in a highly regulated environment.
• Experience of working with and manipulating large amounts of data using statistical analysis and ability to convert complex ideas and data into meaningful information.
• Strong working knowledge of MS Suite including advanced skills with Microsoft Excel

Desirable:

• Previous automotive experience in a similar role.
• Experience with Dealer Management Systems, especially Keyloop/CDK.

What is in it for you?

• Highly competitive salary and bonus scheme.
• Full training and support to help you immerse yourself in the role and Snows values.
• 30 days holiday, inc. Bank holidays plus additional holiday entitlement as recognition of length of service with Snows at 5, 10, 15, 20 anniversaries.
• Discounted MOTs, Service & Parts.
• Recommend a Friend Bonus/ Introducing a Customer Bonus.
• Life Assurance Benefit.
• Snows Contributory Pension Scheme.
• Health Shield.
• BEN – Employee Assistance Programme.
• Excellent development opportunities to learn & grow with Snows.

Hours of work:

Monday to Friday 08:30 – 17:30 (1 hour for lunch)

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period; therefore, we encourage you to apply early to avoid disappointment.

Due to the volume of applications, only shortlisted applicants will be contacted. If you do not hear back from us within 2 weeks of applying, please assume you have not been successful on this occasion.

** Important Consent Note ** By clicking the “Submit Application” button, you are expressly giving your consent for us to retain and share your CV within the Snows Group. This is for the purpose of highlighting your details to other roles within the Group which may be suitable for you. As a result, you are giving your consent to receive verbal and email contact from Snows for the purposes of discussing our available roles with you. Snows will not use your details for any other purpose or share your details with any third parties outside of the Group. If you do not give your explicit consent for the reasons stated above, please do not click the “Submit Application” button.

Thank you for applying to Snows.