Infiniti Digital Cx Manager

1 week ago

Dubai, United Arab Emirates Nissan Full time

Job Title: INFINITI Digital CX Manager

Department: I-ME Marketing, CX and PR/Event

Function: CX

Legal Entity: NMEF

Location: Dubai (UAE)

Direct Manager: Deputy General Manager CX and Innovation

**Mission & Main Objectives**
- Management of I-ME CRM and Lead Management
- Management of I-ME Data Architecture and Salesforce Programs (Incl.Saleforce Marketing Cloud, Saleforce Community portal.)
- Responsible for overseeing the technical infrastructure and backend operations of I-ME Digital Programs, such as Mobile App, E-commerce, and Website etc.

**Main tasks and responsibilities (Including team management if any)**:
Management and improvement of the Customer Experience products and services

through:

- Analysis, measurement and improvement plans of the results obtained in each point of contact with the customer throughout all the phases of relationship with the brand: Website, Mobile, CRM, Showroom, Events, etc.
- Strategy and implementation of the CRM plans.
- Formulating and executing technical strategy that aligns with the oragnizations goals and CX objectives
- Ensuring the robustness and reliability of backend systems including servers, databases and APIs to maintain optimal performance
- Work closely with IT to ensure security measures to safeguard customer data and prevent security breaches
- Overseeing integrations with third party systems and services to enhance functionality and features of digital platforms
- Collaborate with the different departments and stakeholders and act as a liaison between IT, Business units, Global CX team, and external parties.
- Develop ways to leverage the business data to support the creation of data insights and market intelligence, improving processes through automation
- Create automated dashboards and data visualization tools to track business insights and create reports using Tableau.
- Designing, developing and documenting methods and procedures to consolidate and analyse unstructured data to generate insights and solutions.
- Lead on the data governance, process and steer agencies to streamline procedures
- Partnering with process owners and stakeholders across the organization to work on a wide variety of initiatives
- Measure customer experience at every touch-point along the customer journey and establish baselines to measure future performance.
- Development of the INFINITI Roadmap for OneApp as well as Ownership portal and markets roll-out
- Support on E-commerce developpement by analyzing the full customer journey, including technical discovery and data flow.
- Development of the Data Architecture program, working closely with internal and external
- Managing relationship with external agencies and suppliers.
- Development of other adhoc CX programs aiming at enhancing the Customer Journey at every touch-point.

**Background & Experience (years)**
- 7- 10 yrs experience
- Experience in the Middle East
- Previous experience in Automotive CRM and LMS management
- Experience of Saleforce Integration
- Experience in advanced CRM and LMS projects
- Good understanding of API connectors and system integration
- MS Office, mainly PPT & Excel (advance)
- Knowledge in CRM systems
- Knowledge in LMS systems (Sales Force)
- Knowledge in reporting solution like Tableau
- MS Office, mainly PPT & Excel (advance)
- Salesforce
- CRM certification is a plus

Minimum Education

University degree in Marketing / IT/ Business Administration

Language Requirements

Fluent in Business English; Arabic speaker preferred

Overall skills

Strong communication, problem solving, analytical and leadership skills, customer centric, ability to work cross-functionally

Dubai United Arab Emirates

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