Customer Experience And CRM Executive

Customer Experience and CRM Executive

Support customer engagement and retention through effective CRM management, reporting, and customer experience initiatives. This role focuses on improving customer communications, increasing repeat business, and maintaining accurate customer data across sales and aftersales operations.

Reports to: Head of Marketing

Key Responsibilities

CRM & Data Management

• Maintain customer records across CRM and dealer management systems (Keyloop, Dealerweb, Salesforce)
• Ensure accurate data capture, segmentation, and GDPR compliance
• Manage customer consent records and contactable databases
• Support targeted marketing and customer communication campaigns

Reporting & Insights

• Produce CRM reports and performance analytics
• Monitor data quality, customer engagement, and consent levels
• Provide insights to support sales activity and customer retention
• Identify trends and recommend improvements or training needs

Customer Experience

• Monitor customer journey standards across sales and service departments
• Manage customer feedback, reviews, surveys, and CSI reporting
• Track retention performance and support complaint resolution
• Conduct site visits to ensure high presentation and service standards

Key Measures

• CRM data accuracy
• Customer satisfaction and retention
• Campaign response and conversion rates
• Online engagement and customer consent growth

Skills & Experience

Essential

• Experience in CRM, marketing, or customer experience
• Automotive industry experience
• Knowledge of Keyloop/CDK/Kerridge systems
• Strong Excel, reporting, and communication skills
• Organised, proactive, and detail-focused

Desirable

• Experience with Dealerweb, Salesforce, Power BI, or Canva
• Understanding of CSI metrics and customer retention

Personal Attributes

• Customer-focused and commercially aware
• Data-driven and proactive
• Professional communicator
• Confident driving between sites when required

To be considered for this role, please upload your CV or contact Naomi on 07506 949615.

Vibe Recruit is acting as an Employment Agency in relation to this vacancy.