At a Glance
- Tasks: Drive customer loyalty strategies and manage retention campaigns for Kia.
- Company: Join a leading automotive finance company with a focus on innovation.
- Benefits: Competitive salary, annual bonus, flexible holidays, and private healthcare.
- Other info: Hybrid working model with opportunities for travel and career growth.
- Why this job: Make a real impact on customer relationships and brand loyalty.
- Qualifications: Experience in marketing and customer relationship management is essential.
The predicted salary is between 57000 - 63000 £ per year.
Align with the HCUK company objectives to develop and deliver the specific retention strategy and supporting plans to achieve agreed goals and objectives. Continually champion and drive the dialogue around ‘customer loyalty’ at all levels, to ensure both the importance and opportunity are well understood and considered. Use data and empirical evidence to support the rationale. Readily share progress and status updates with multiple stakeholders as appropriate.
Planning & budgetary control
Contribute to the departmental annual activity plan outlining timings and high-level deliverables based on the strategic objectives established for the role. Deliver the agreed plan in line with the prescribed budget through ongoing review and monitoring of costs.
Stakeholder engagement
Establish a sound and synergistic working relationship with all key stakeholders, including Kia UK, HCUK, SCUK, Kia Europe, Hyundai Capital Europe and HCS Korea and the wider franchise network, to deliver objectives and share and benefit from best practice.
Customer relationship management (CRM)
As part of an overall CRM strategy, establish the optimal contact points and specific communication content (mail, email and SMS) for delivery through the HCUK lead management platform. Ensure the approach is aligned with OEM and dealer partners to complement the overall customer experience.
KPIs & management information
Analyse, develop, publish and present KPIs and management information associated with customer retention, ensuring the methodology is clear, consistent, and comparable. Ensure key areas are covered and their impact fully understood, including variables such as early settlement behaviour, product and model migration, and powertrain migration.
Retention campaign development
Work with OEM partner to develop and deliver tactical lead focused campaigns which maximise the sales contribution from existing customers. Support new vehicle launches and the migration to AFV (Alternative Fuel Vehicles).
Supplier management & System Development
Responsible for 3rd party supplier relationships which support the overall CRM and retention strategy. Oversee the development roadmap, scope of work and beta testing for system development. Ensure optimal value, service and efficiency whilst controlling and mitigating any risks associated with outsourcing by adhering to HCUK policies and procedures.
Coaching & training
Work with OEM partner and Sales Directors to develop training content which supports the HCUK Sales Team and franchise staff with the skills needed to operate a successful retention process and retain customers. Using league tables, identify and have a strategy to help improve the lower performers reach the levels of the best performers.
Branding & visual identity
Ensure all communication material is produced in line with HCS Corporate Identity and brand guidelines.
Data-led insight & continuous improvement
Working with artificial intelligence and machine learning specialists, as well as internal sources of management information, establish an ongoing data orientated review process to continually improve and refine how we approach customers – the “Who, when and with what message”. Seek to move from a segmented approach to individual personalisation.
People Management
Line management of one direct report and accountable for setting objectives, managing performance, coaching and ongoing development.
Risk & compliance
In line with the company’s risk and compliance statement of responsibility and objectives, identify risks, incidents, and breaches, in accordance with company policies and department procedures. Ensure all activity, including personal data usage, advertising, and communication content, are compliant from a legal, regulatory, and business perspective.
Other
Carry out any other tasks from time to time as may reasonably be requested and to support the wider Marketing function in the delivery of its objectives.
Planning
Must be capable of developing coherent high-level (strategic) plans as well as detailed project/programme level plans.
Communication
Must possess good written and verbal communication skills and be able to effectively communicate with and present to both internal and external stakeholders across all business levels.
Teamwork
Must be an excellent team player, able to establish strong working relationships with stakeholders, colleagues, and business partners.
Time Management
Must display sound time management skills by delivering activity within prescribed timeframes through the effective prioritisation of actions across multiple projects and ongoing programmes.
Influencing and negotiating skills
Must be able to engage with internal and external stakeholders to reach mutually beneficial business outcomes.
Experience and qualifications
Significant marketing experience and will be well versed in customer communication (via DM, Email and SMS), relationship management and retention activity. Can demonstrate an in-depth understanding and experience of trade cycle management at both theoretical and tactical campaign level. Has ideally worked within motor related financial services or has worked within an environment where both B-2-C and B-2-B marketing activity took place. Has worked in an organisation where multiple stakeholder management was common or where exposure to an international as well as domestic business operation existed. Can extract, analyse and interpret source data to build and support compelling actionable insight and business cases. Can manage 3rd party agency relationships to drive optimal service and value. Can produce sound working documentation and presentations, including business case proposals and requirements, briefs, and presentations. Has an appreciation of legal, regulatory and compliance issues relating to the use of customer data and is familiar with the principles encapsulated within the FCA’s Consumer Credit Source book (CONC) and wider principles of business.
Education and other requirements
Has the appropriate level of education or professional marketing related qualifications. HCUK employees are currently hybrid working (working from home / office). HCUK’s head office is in Reigate, Surrey. Currently, a minimum of 2 days per week office attendance is required. This role requires regular attendance to the OEM partner head office at Kia UK Walton-on-Thames. EU, International, as well as domestic travel, will occasionally be necessary.
Benefits
Competitive base salary depending upon experience, range of £57,000 to £63,000. Eligibility for annual bonus up to 15%. Annual cash car allowance of £6000. 30 days holiday per annum plus bank holidays, with flexible holiday options and additional leave after five years. Company pension with generous employer contributions. Company sponsored individual private medical healthcare insurance. Additional family, lifestyle and health-related benefits, including death in service, income protection, discounted voluntary healthcare plans, employee car scheme, employee assistance program, and enhanced family-friendly policies.
CRM & Retention Manager – Kia in Reigate employer: Hyundai Capital UK
At HCUK, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our employees benefit from competitive salaries, generous holiday allowances, and a comprehensive range of health and lifestyle perks, all while working in a hybrid environment that promotes work-life balance. With ample opportunities for professional growth and development, particularly in the exciting automotive sector, joining our team means being part of a forward-thinking organisation committed to customer loyalty and retention.
StudySmarter Expert Advice🤫
We think this is how you could land CRM & Retention Manager – Kia in Reigate
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that CRM & Retention Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your past successes in customer retention and CRM strategies. When you get the chance to chat with potential employers, share these insights to demonstrate your expertise.
✨Tip Number 3
Be proactive! Don’t just wait for job openings to pop up. Reach out to companies you admire, like Kia, and express your interest in working with them. Sometimes, creating your own opportunity is the best way to land the job.
✨Tip Number 4
Apply through our website! It’s the quickest way to get your application noticed. Plus, it shows you’re genuinely interested in the role and the company. So, don’t hesitate – hit that apply button and let’s get you on board!
We think you need these skills to ace CRM & Retention Manager – Kia in Reigate
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to reflect the specific skills and experiences that align with the CRM & Retention Manager role. Highlight your marketing experience and any relevant achievements that demonstrate your ability to drive customer loyalty.
Showcase Your Data Skills:Since this role involves a lot of data analysis, don’t shy away from showcasing your analytical skills. Include examples of how you've used data to inform strategies or improve customer retention in your previous roles.
Engage with Stakeholders:Mention any experience you have in managing relationships with various stakeholders. This could be internal teams or external partners. It’s all about showing us you can build those crucial connections!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It’s the quickest way to get your application in front of us, so don’t miss out on that opportunity!
How to prepare for a job interview at Hyundai Capital UK
✨Know Your Numbers
As a CRM & Retention Manager, you'll need to be data-savvy. Brush up on key metrics related to customer retention and loyalty. Be ready to discuss how you've used data in past roles to drive results and make informed decisions.
✨Stakeholder Engagement is Key
This role involves working with various stakeholders, so prepare examples of how you've successfully built relationships in the past. Think about times when you influenced others or collaborated across departments to achieve a common goal.
✨Showcase Your Campaign Successes
Be prepared to talk about specific retention campaigns you've developed or contributed to. Highlight your role, the strategies you implemented, and the outcomes. Use concrete examples to demonstrate your impact on customer loyalty.
✨Understand the Brand
Familiarise yourself with Kia's brand values and current marketing strategies. Show that you understand their approach to customer communication and how you can align your strategies with their objectives. This will demonstrate your commitment and fit for the role.
