The CRM Analyst will be responsible for handling all customer cases through the formal Porsche process, dealing directly with customers, dealers and internal stakeholders to ensure all customer complaints and requests are resolved as efficiently as possible.
To administrate the Purchase and Service Satisfaction process from technical and data perspective, ensuring all customer feedback is dealt with quickly, and all data quality issues are managed appropriately.
**Responsabilidades e atribuições** Customer Commitment**
- Interaction with other PBR departments to deliver the most efficient solution possible for all parties involved
- Goodwill requests handling, approval and documentation
- Dealer users support regarding Customer complaint/request handling and Goodwill requests
- Ensure PBR customer complaint/request handling on Dealer levels
- Ensure defined all PBR Customer Commitment KPIs and reaction times will be reached on all levels
- Regular monitoring of all relevant Customer Commitment KPI's
- Customer complaint/request and Goodwill reporting production and analysis on a monthly basis to ensure internal stakeholders are appropriately informed
- Suggestion of process improvements where possible to reduce the volume of customer complaints and improve the overall customer experience
**Purchase and Service Satisfaction (ePSS/SSS)**
- Support on the implementation of the ePSS/SSS program on a technical level, ensuring all internal processes are set up and working properly on Importer and Dealer levels
- Porsche Purchase and Service Satisfaction system (PPR) user administration and support
- Updating market specific content in PPR
- Follow-up and resolution of all open customer cases generated through the ePSS/SSS process
- Regular PSS/SSS reporting and distribution
- Support on system maintenance, changes, integration, rollouts and testing, user administration, technical support of dealers, data management (e.g.
data cleansing activities)
- Lead management/SAFE reports
- Data quality reporting
- Marketing/After Sales campaign reports
- Support for BIC usage on Importer and Dealer level.
**Requisitos e qualificações** Education**
- Bachelor´s Degree in Marketing, Business Administration or other relevant areas preferably with a focus on customer care / CRM
**Experience**
- Previous experience with CRM or Marketing.
- Understanding of IT as an enabler
**Competencies**:
- Communicative
- Relationship Management
- Flexible and Adaptable
- Planning and Organization
- Initiative and Creativity
- Analytical mindset and data driven approach
**Skills**:
- Excellent verbal and written communication skills
- Fluency in English language required
- Ability to manage multiple tasks
- Ability to prioritize and adaptable to change
- Creative and analytical thinking skills
- Highly organized - strong attention to detail
- Team oriented working attitude and intercultural understanding
STRATEGIC THINK / SMART IMPLEMENTATION
Em 1997, a Stuttgart Veículos foi nomeada representante oficial de importações da Porsche no Brasil e ao longo dos anos desenvolveu o país para uma posição de destaque entre os maiores importadores da marca na América Latina.
Em Agosto de 2015 a Porsche Brasil assumiu as operações no país tornando-se oficialmente a 18° subsidiária da marca no mundo e a primeira da América Latina, o escritório está sediado na cidade de São Paulo.
Atualmente quem está à frente da empresa que conta com 34 funcionários é Andreas Marquardt, Diretor Presidente da Porsche Brasil.
A rede de concessionárias no país é formada por doze Porsche Centers (showroom e pós vendas) e um Centro Técnico que estão localizados nas principais cidades: São Paulo, Rio de Janeiro, Belo Horizonte, Brasília, Campinas, Curitiba, Florianópolis, Fortaleza, Goiânia, Porto Alegre, Recife e Ribeirão Preto.