Digital CX - Associate Manager (Automotive)
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Key skills for this role
About the Role
Talent Hunt DMCC seeks an Associate Manager for Digital CX in the automotive industry to evaluate CRM practices, govern omnichannel customer journeys, and drive continuous improvement.
Key Skills for This Role
Responsibilities
- 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 regional CRM/DMS platforms
- Support distributors in improving CRM systems and processes for seamless end to end CXJ
- Coordinate with distributors during CRM wireframing, system rollout, and integration phases
- Ensure standardized CRM processes are embedded across markets
- Monitor distributors’ websites and digital touchpoints for 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
- Ensure seamless customer journey across online and offline touchpoints
- Support integration of digital channels into CRM processes for unified customer view
- Evaluate distributors’ online reputation performance across review platforms and social channels
Requirements
- Bachelor’s degree in Business, Marketing, Information Systems, Digital, or related field
- At least 3–6 years of experience in CRM, digital customer journey, CX, or related roles
- English & Arabic language proficiency
- 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
- Exposure to AI enabled CRM tools and automation
- Strong analytical and problem solving mindset
- Automotive background is a great advantage
Full Job Posting
Summary
- The role is responsible for evaluating current distributor CRM practices, preparing for and supporting CRM system improvements, governing online and omnichannel customer journeys, ensuring website and digital compliance with standards, and driving continuous improvement in customer engagement, satis
Main Responsibilities
- 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.
- 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.
- 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.
- Evaluate distributors’ online reputation performance across review platforms and social channels.
Requirements
- Bachelor’s degree in Business, Marketing, Information Systems, Digital, or related field.
- At least 3–6 years of experience in CRM, digital customer journey, CX, or related roles.
- English & Arabic
- 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.
- Strong written and verbal communication skills.
- Ability to prepare clear reports, presentations, and performance insights
Compensation
- Salary: 20 22,000 AED + Education Allowance
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