Customer Loyalty Specialist

The Customer Loyalty Specialist plays a crucial role in ensuring our customers are satisfied and their interactions with our brand are seamless and positive. Responsibilities include managing system administration tasks such as dealer improvement, training, and support. Additionally, this role involves conducting CPM-related customer loyalty activities and supporting the Customer Interaction Center (CIC) management to enhance experiences. Key skillsets include gathering and analyzing customer insights, administering budgets related to programs and initiatives, and providing support to CPM operations.

Tasks

• System administration of CRM related systems such as C@P, C@P Marketing & C@P Marketing Manager and BIC to ensure professional use at Dealer level. Responsible for system maintenance, development and integration into the omni-channel ecosystem in cooperation with PAG, relevant PBR departments and supporting agencies. Ensuring data quality through continuous training on the system at Dealer level and supporting dealers in process improvement. Preparation of standard and ad-hoc reports for the relevant PBR departments as well as for the dealers.
• Responsible for all CRM-related customer loyalty activities as part of PBR CPM strategy incl. coordinating the customer service operation, improvement of the customer experience and loyalty programs to support PBR Sales, After Sales and Marketing departments in target achievement and guide PBR dealers in their customer loyalty activities on retail level respectively. Steering of the customer service team (CIC).
• Responsible for customer insights activities and analysis. Implementation of future touch points to gather feedback aiming for continuous enhancement of the customer journey and satisfaction.
• Responsible for consistent CRM and customer satisfaction goodwill budget administration to ensure appropriate and sufficient planning & utilization.
• Support the CRM Manager on operational projects, offsite as well as onsite trainings and conferences, endeavour and coordinate future potentials with PBR departments. (e.g. Sales, After Sales, Marketing, Network Development and Finance) in order to further develop the PBR CPM strategy in line with the Porsche 2030 strategy.

Education

• Bachelor’s degree in Business Administration, main subject Marketing/IT or related areas.

Experience

• >5 years of working experience in Marketing.

Competencies:

• Communicative
• Relationship Management                                                                                                                     
• Flexible and Adaptable
• Planning and Organization
• Initiative and Creativity
• Analytical mindset and data driven approach

Skills:

• Excellent verbal and written communication skills
• Fluent in English (written and verbal)
• Ability to manage multiple tasks
• Ability to prioritize and adaptable to change
• Creative and analytical thinking skills
• Highly organized – strong attention to detail
• Problem Solver
• Team oriented working attitude and intercultural understanding

Position is based in Sao Paulo, SP

On site work - São Paulo Office 

STRATEGIC THINK / SMART IMPLEMENTATION

Em 1997, a Stuttgart Veículos foi nomeada representante oficial de importações da Porsche no Brasil e ao longo dos anos desenvolveu o país para uma posição de destaque entre os maiores importadores da marca na América Latina.

Em Agosto de 2015 a Porsche Brasil assumiu as operações no país tornando-se oficialmente a 18° subsidiária da marca no mundo e a primeira da América Latina, o escritório está sediado na cidade de São Paulo.

Atualmente quem está à frente da empresa que conta com mais de 50 funcionários é Peter Vogel, Diretor Presidente da Porsche Brasil.

A rede de concessionárias no país é formada por quatorze Porsche Centers (showroom e pós vendas) e um Centro Técnico que estão localizados nas principais cidades: São Paulo, Rio de Janeiro, Belo Horizonte, Brasília, Goiânia, Campinas, Curitiba, Fortaleza, Salvador, Florianópolis, Porto Alegre, Recife e Ribeirão Preto.