Digital CX - Associate Manager (Automotive)

Industry: Automotive

Summary

CRM Strategy, System Rollout & Distributor Governance

• Conduct comprehensive analysis of distributors’ CRM practices and Dealer Management Systems (DMS).
• Identify gaps, inefficiencies, and improvement opportunities to enhance customer journey continuity.
• Evaluate CRM solutions and support the development and improvement of the regional CRM/DMS platforms across selected markets.
• Support distributors in improving CRM systems and processes for a seamless end-to-end Customer Experience Journey (CXJ) from awareness to loyalty as defined.
• Coordinate with distributors during CRM wireframing, system rollout, and integration phases.
• Ensure standardized CRM processes are embedded across markets in line with directions and CX objectives.

Digital & Website Journey Governance

• Monitor distributors’ websites and digital touchpoints on a regular basis to ensure compliance with Digital CI and CX standards.
• Ensure online lead generation, inquiries, and booking journeys are optimized and aligned with CRM processes.
• Identify digital journey issues impacting conversion and customer experience and recommend corrective actions.

Omnichannel Customer Experience

• Ensure a seamless customer journey across online and offline touchpoints including website, social media, messaging platforms, showroom, and aftersales.
• Support the integration of digital channels into CRM processes for a unified customer view and consistent follow-up.

Online Reputation Management (Orm)

• Evaluate distributors’ online reputation performance across review platforms and social channels.
• Monitor ratings, feedback trends, and response quality by market and location.
• Support ORM improvement initiatives and pilot programs in eligible markets.
• Link customer feedback insights to CX improvement actions and best practice sharing.
• Support function:
• Support the Network development with the analysis and evaluation of dealers in MEA region.
• Collaborate with Training after having identified key areas for improvement within the training scope of business.
• Liaise internally with other team members to ensure needed information is shared timely
• Support in the roll out of in store digital tools (i.e. Digital Car Explorer and 3D configurator)
• Work closely with other departments, such as sales, after sales, marketing, and planning, to ensure a cohesive approach to Channel performance.

Qualification

• Bachelor’s degree in Business, Marketing, Information Systems, Digital, or related field.

Experience

• At least 3–6 years of experience in CRM, digital customer journey, CX, or related roles.

Technical & Functional Skills

• Strong understanding of CRM systems and platforms (e.g., Salesforce, Keyloop, or similar).
• Knowledge of CRM implementation processes, workflows, and system governance.
• Familiarity with DMS platforms and CRM–DMS integration concepts.
• Experience in website supervision, digital lead journey management, and online customer touchpoints.
• Understanding of omnichannel customer experience principles.
• Familiarity with digital and collaboration tools such as Figma, Confluence, or similar platforms is a plus.
• Exposure to AI-enabled CRM tools and automation (e.g., lead scoring, journey automation, chatbots, predictive analytics) is a strong advantage.

Communication & Reporting

• Strong written and verbal communication skills.
• Ability to prepare clear reports, presentations, and performance insights

Core Competencies

• Strong analytical and problem-solving mindset
• High attention to detail and process discipline
• Collaborative and able to work cross-functionally
• Growth mindset with focus on continuous improvement
• Ability to influence distributors and internal stakeholders
• Customer-centric approach
• Automotive background is a great advantage.