CRM Director


O’Gara Coach Beverly Hills
Beverly Hills, California

CRM DIRECTOR

Beverly Hills, CA, US

JOB DESCRIPTION:

The CRM Director is responsible for supervising a team of staff delivery outstanding customer service. The CRM Director trains, mentors and assists the team in answers all incoming calls, addresses questions and needs of the customer and provides an overall welcoming environment. Must be able to work accurately and pleasantly. Must represent the dealership in a friendly, professional manner.

REQUIREMENTS AND QUALIFICATIONS: 

  • Bachelor's degree in Marketing, Communication, Public Relations, Business, International Business or related field preferred
  • Attention to detail, excellent organizational skills required (grammar, spelling and professional presentation)
  • Superior customer service skills
  • Must have at least one year in a supervisory role
  • Must be comfortable and personable on the phone
  • Must be able to speak clear and concise English
  • Written and oral fluency in Mandarin or any additional languages is a huge plus
  • Above average proficiency in Microsoft Office and social media platforms
  • Knowledge of CRM systems is a plus
  • Ability to multi-task and think big picture while maintaining a high attention to detail
  • Should possess an appetite for learning and be performance oriented
  • Must be fully vaccinated against COVID-19 and provide vaccination card

 DUTIES AND RESPONSIBILITIES:

  • Monitor, develop and train staff
  • Monitor relationships with existing customers through CRM systems
  • Develop product knowledge on new vehicle models through product training
  • Monitor and engage in social media conversations
  • Determine each customer's vehicle needs by asking questions and listening
  • Event support through RSVP management, on-site data collection, and event follow-up and assistance
  • Review and score incoming sales calls
  • Monthly on site follow-up with sales team
  • Learn, understand, and adhere to call, email and chat scripts as well as conducting outbound call campaigns
  • General lead management, follow-up, and CRM entry
  • Articulate current marketing programs to customers
  • Audit company website to ensure accurate pricing and photos
  • Able to meet or exceed performance targets set by coaches
  • Other duties as assigned

PHYSICAL DEMANDS | WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by a Brand Compliance Manager to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. In order to perform the duties of this job, an employee is regularly required to: 

  • Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; personal computers and peripherals
  • Posture: Prolonged sitting; regular kneeling/squatting, bending; stopping, Pulling, twisting
  • Motion: Repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching
  • Lifting: Moderate lifting and carrying (up to 25 pounds)
  • Mental Demands: Work with frequent interruptions; maintain emotional control under stress

Skip to the main content