JOB PURPOSE:

Deliver on Nissan’s Global CRM Standards while keeping a master customer data base through the management platforms, this CRM operation is required to ensure customer retention.

Geographical coverage:

GLF-6 + MED

JOB CONTEXT:

Operating environment:

The GCC Market is very competitive & Nissan’s objective is being #1 all across MED + maximizing the business digitization.

Then NMEF CX Team is seeking regional excellence & to ensure that it is also reflected on its customers, we plan to offer a seamless and digitally enabled journey to all our customers – making sure the Customer Experience is at the epicenter.

The NMEF CX Team is looking for a CRM & Innovation Manager, who will play a crucial role in supporting Nissan’s brand ambition and big bets execution regionally.

Deliver on Nissan’s Global CRM Standards while keeping a master customer data base through the management platforms, this CRM operation is required to ensure customer retention.

KEY ACCOUNTABILITIES:

Performance indicators:

- Lead the CRM foundation launch & campaign management (Leads management, Sales, Aftersales, Events, Marketing and Loyalty, Customer service, corporate communications, Product launches, Warranty, Recall etc.)

• Regional CRM Guidelines/SLAs + Benchmark Guide
• Create the Customer Life Cycle Framework

- Develop a customer segmentation strategy along with a regional master customer database that is segmented effectively.

- Define full-fledged CRM strategy for all new model launches with implementation.

• Create the strategy & Segment through SalesForce
• Create a single regional Customer Data Base
• Apply Regional Data Health Act

- Analyze and report on performance metrics of CRM campaigns and set up test plans to improve the campaign performance. Compile learning and share best practices across teams to help achieve the most effectiveness.

• Incremental Conversions Leads/Sales through
• Leads Report Analysis & generating insights (GLF5 markets)
• Marketing Investment ROI

- Launch Direct Marketing Communication to CRM Data Base

• Based on the (to be developed) customer data base & available LMS Data custom regional campaigns to start in the same Fiscal Year.

- Introduction of lead scoring & AI enablement at dealers’ level for contact ratio efficiency.

• Lead scoring tool launch
• Incremental Contact Rates

- Defining & finalizing Use Cases to be used for Global CDP programme post alignment with both Business and Technical stakeholders at NMEF.

• Generating Insights / segmentation based on behavior utilizing the used case.

Travel requirements:

Travel across GLF-6/MED as needed

Communication and working relationship:

The job requires effective relationship with

• Brand Marketing Team
• NSCs (Marketing - IS/IT)
• AMIO Marcomms and CE

JOB REQUIREMENTS:

Educational background, qualifications:

• Required: Bachelor's degree in Marketing
• Preferred: Direct marketing-related discipline

Experience, other skills:

• Required: at least 7 years work experience, with 3 years in digital marketing or Customer Experience or CRM marketing role, Data Management & ROI Modeling development is must.
• Preferred: experience in GCC, automotive sector is an added value, and with ability to work with Data Driven Marketing.

Computer skills/languages:

• Technical: CRM Platforms (SalesForce), Adobe, Data Management Platforms
• Language: Excellent communication skills in Arabic and English required

Driver's license:

• Required for the job

 At Nissan, we believe that the differences among us – differences in race, gender, age, mindset, religion, people with disabilities and much more – make us stronger and equip us to better serve our customers and communities. We are committed to creating positive change that ensures transparency and inclusivity throughout the career journey, in order to build teams that create a sense of belonging for all members.

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Dubai United Arab Emirates