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Senior Manager, Customer Relationship Management
GREENSBORO NC 27403
Category: Automotive
  • Your pay will be discussed at your interview

Job code: lhw-e0-90672957

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Volvo Group

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Summary

  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
       
  11 Views, 0 Applications  
 
Senior Manager, Customer Relationship Management
**Purpose of Position:**


As Senior Manager, Customer Relationship Management (CRM), will be the senior member of a small commercial team that is responsible for overall CRM strategy and execution in North America across both the Mack and Volvo trucks brands. In this position, you will work closely with team members within the CRM Department, as well as other employees within Mack and Volvo Sales and Marketing functions, Vehicle Sales, Aftermarket and Process & IT to refine the region's CRM offering (both near term and longer term) and implement the resulting way of working within the Volvo Group Trucks - North America independent dealer network.


The position will report to the Vice President - CRM and Operational Development in Volvo Group Trucks Sales North America, within the Retail Development organization. A well-performing Senior Manager would be considered a top candidate to assume full CRM department responsibilities within 6-12 months.


**Key Responsibilities:**


+ Serve as the commercial owner of CRM and organizational hub to consolidate and synthesize CRM-related inputs and outbound communications to/from related internal and external stakeholders, including Brand Sales & Marketing, Retail Development, Process & IT and participating independent dealer partners

+ Leverage touch points from the Dealer Network and Brand Sales & Marketing to understand and prioritize CRM-related business requirements needed to maximize value to our commercial partners - both independent dealers and internal sales & marketing employees

+ Collaborate with Process & IT and other related partners to ensure CRM system design meets business requirements and delivers tangible value to Dealers and Volvo Group Trucks NA

+ Work with Sales & Marketing and Dealer partners to test and refine CRM system, as needed

+ Develop and implement communication plans and training materials to ensure internal stakeholders and dealers understand key elements of the CRM program including value proposition, basic design features, timeline, impacts to existing processes, etc.

+ Develop and execute plan to roll out resulting CRM system to target dealers - plan should include definition of target dealers, securing dealer buy-in, dealer onboarding, dealer adoption of new way of working, and ongoing commercial support to ensure sustained usage and value realization

+ Define longer-term CRM plan and related solution with potential expanded scope to include end-to-end customer relationship management including, financial services, soft products, parts & service, renewals, cross-selling, etc.


**Critical Competencies:**


+ Understanding of and commitment to end-customer and dealer priorities

+ Experience in sales & marketing and/or dealer sales process within machinery industry

+ Solid understanding of dealer sales process (either through direct experience or exposure)

+ Experience managing end-to-end projects

+ Experience leading small teams of people (either directly or indirectly through formal projects)

+ Forward-thinking and comfort in constructively challenging the status quo

+ Ability to create strong working relationships with internal stakeholders and dealer partners

+ Positive attitude, results-oriented, self-starter

+ Good team player within a cross-functional environment

+ Strong analytical orientation/skills, including comfort in Excel

+ Ability to manage multiple tasks, set priorities and meet deadlines

+ High level of organization skills, with attention to detail

+ Strong communication skills - oral, written and presentation format

+ Familiarity with CRM objectives and core functionalities


**Preferred Experience and Knowledge:**


+ 4-year college degree in business administration, marketing, marketing analytics or relevant field

+ MBA preferred

+ 7-10 years professional experience in sales and/or marketing

+ Truck, auto, construction or agricultural industries, with independent dealer network, preferred

+ Understanding of CRM principles in a B2B environment

+ Experience with Microsoft Office Suite, including Excel, Word, PowerPoint and Access

+ Fluent English, spoken and written is required


**Other Requirements:**


+ Frequent travel required


**About us**


The Volvo Group is one of the world's leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus, Sunwin Bus and Volvo Penta.


Founded in 1900, **Mack Trucks** - recognized around the world as "The American Truck You Can Count On" - to builds durable and reliable, application-driven vehicles that get the job done. An iconic brand, Mack embodies the American spirit: pioneering, hard-working, authentic and ambitious. With Mack Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win.


**Auto req ID**

84145BR

**Entity**

Mack Trucks

**State/Province**

North Carolina

**City/Town**

Greensboro

**Employment/Assignment Type**

Regular

**Travel Required (Maximum)**

Frequent

**Last application date**


**Functional Area**

Sales


Volvo Group North America is an Equal Opportunity Employer E.O.E/M/F/Disability/Veteran

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