Claire Joster is looking for a
Senior CRM Specialist (m/f)
.
Our client operates in the area of Automotive Financial Services.
Role:
Own and optimize the end-of-contract customer journey, with the objective of maximizing customer retention;
Design and execute targeted CRM campaigns focused on mid-contract NBO strategies;
Analyze customer behavior, contract data, and historical performance to develop actionable insights and predictive models;
Collaborate with cross-functional teams including Sales, Marketing, Data Analytics, and Dealer Network to ensure seamless execution of CRM initiatives;
Define and monitor KPIs for retention and NBO activities;
continuously test, learn, and optimize strategies;
Implement customer segmentation and personalization strategies to enhance communication relevance and timing;
Support the integration and utilization of CRM platforms and marketing automation tools to scale customer outreach;
Act as the voice of the customer, continuously identifying opportunities to enhance the customer experience across digital and physical touchpoints.
Requirements:
Bachelor's degree in management, marketing, or similar;
Minimum 5 years of experience in a CRM role within the financial services, automotive, mobility, or similar customer-centric industry;
Proven track record of improving customer retention and driving revenue through CRM and lifecycle marketing;
Background inautomotive financial services (OEM captive finance, leasing, fleet, etc.);
Experience inworking with or managing dealer networks or B2B2C models;
Familiarity with customer loyalty programs, retention KPIs, and CX metrics;
Knowledge of GDPR and data privacy regulations;
Strong understanding of customer journey management, data-driven marketing, and personalization techniques;
Strong analytical skills, including experience with segmentation, targeting, and performance analysis;
Strong communication and stakeholder management skills.