Vantage Automotive Limited is a proud member of the Sime Motors Singapore, driven by a customer-first culture guided by our ethos of trust, reliability and quality. As the official distributors for Peugeot, Ford and BYD in Singapore, and a provider of extensive aftersales and roadside assistance services via our Quick Lane Service Centre, we tap on our diverse expertise to guarantee customer satisfaction.

This role will oversee the customer relationship management, data-driven insights, and customer experience strategies for sales and aftersales for all brands. He/She will be responsible for leveraging customer data to improve engagement, enhance customer satisfaction, and drive business growth. This role requires a strong blend of analytical thinking, customer-centricity, and strategic leadership to optimize CRM systems, analyze key metrics, and deliver exceptional experiences throughout the customer journey.

Responsibilities:

1. CRM Strategy & Management: 25%

• Develop and execute comprehensive CRM strategies aimed at enhancing customer engagement, loyalty, and retention for the brand.
• Oversee the day-to-day operations of CRM systems, ensuring that customer data is managed, segmented, and utilized to deliver personalized and relevant communications.
• Collaborate with sales, marketing, and service teams to create targeted campaigns that nurture relationships across different stages of the customer lifecycle.
• Manage customer databases, ensuring the accuracy, completeness, and security of all data.

2. Data Analytics & Insights: 15%

• Analyze customer data, sales performance, and market trends to derive actionable insights that drive decision-making and business strategies.
• Utilize data-driven techniques such as predictive modeling and customer segmentation to identify opportunities for growth and optimization.
• Develop and maintain regular reports and dashboards on CRM performance, customer behavior, and key performance indicators (KPIs), providing recommendations for improvement.
• Measure and report on the success of CRM initiatives, campaigns, and customer engagement activities, using data to optimize future strategies.

3. Customer Experience Management:20%

• Define and implement customer experience strategies across all touchpoints, ensuring a seamless, personalized, and consistent experience for customers.
• Work closely with cross-functional teams (sales, service, marketing) to ensure that customer touchpoints (online, in-store, service, etc.) meet or exceed customer expectations.
• Monitor customer satisfaction and Net Promoter Score (NPS), identifying areas for improvement and creating actionable plans to enhance the customer experience.
• Act as a customer advocate, ensuring that their needs, feedback, and preferences are prioritized in product development, marketing strategies, and service offerings.
• Handle Customer complaints and compliments for all brands for sales and aftersales

4. Collaboration and Cross-Functional Support:20%

• Work with product and marketing teams to align CRM activities with brand messaging, product launches, and seasonal campaigns.
• Provide guidance and training to teams on best practices in CRM usage, data analysis, and customer engagement tactics.
• Collaborate with IT teams to implement and optimize CRM software and tools, ensuring they align with the business's strategic goals.
• Drive customer excellence of appointed dealers

5. Strategic Planning and Reporting: 20%

• Develop and implement long-term strategies to grow and maintain a high-quality customer database.
• Provide strategic recommendations to senior leadership on how to leverage CRM systems and customer data to improve overall business performance.
• Lead and participate in meetings with leadership and stakeholders to share insights, discuss strategies, and ensure alignment with company goals.

Requirements:

• Bachelor's degree in business administration, Marketing, or a related field. MBA preferred education / Professional Qualification
• Proven experience (5+ years) in CRM management, data analytics, or customer experience management, preferably in the automotive or related industry.
• Strong understanding of CRM software (e.g., Salesforce,) and data analysis tools (e.g., Google Analytics, Excel, SQL, Tableau).
• Exceptional analytical skills with the ability to interpret complex data and generate actionable insights.
• Experience managing customer loyalty programs, email marketing campaigns, and customer retention initiatives.
• In-depth knowledge of customer experience best practices, including journey mapping, touchpoint optimization, and customer feedback systems.
• Excellent communication skills, with the ability to present data and insights clearly to senior management and non-technical teams.
• Strong project management skills with the ability to prioritize tasks and manage multiple initiatives simultaneously.
• A customer-centric mindset, with a passion for delivering exceptional customer experiences.

Sime, ranked No. 25 in the Fortune Southeast Asia 500 list, is the parent company of Sime Motors, a leading automotive player in the Asia-Pacific region. With a presence in nine markets-Malaysia, Australia, China, Hong Kong, Macau, New Zealand, Singapore, Thailand, and Taiwan-Sime Motors is invested across the entire automotive value chain, from assembly, importation, distribution, and retail, to after-sales services and rental. With over 13,900 employees across these markets, we are committed to delivering excellence in every aspect of our business.