CRM Executive
Capital Human Resource Management Pte Ltd
Description
About the role
We are seeking a talented and driven CRM Executive to join our dynamic team at Capital Human Resource Management Pte. Ltd. in the Central Region. In this full-time position, you will play a key role in implementing and optimising our customer relationship management (CRM) strategies, ensuring exceptional experiences for our valued clients.
What you'll be doing
CRM & Customer Experience
Support planning and execution of CRM initiatives to improve customer engagement and satisfaction.
Manage Customer Feedback Management (CFM) processes: acknowledge cases promptly, coordinate follow-up with stakeholders, and ensure timely case closure.
Handle customer complaints, low survey scores, and escalated cases professionally and according to SOP.
NPS & Mystery Shopping
Lead and manage BYD and DENZA NPS performance for VAL and dealer partners, ensuring targets are met monthly.
Identify service gaps, implement improvement actions, and conduct regular showroom and service‑centre checks.
Ownership Benefits Program
Administer and lead ownership benefits programs, ensuring timely submission of signups to partners (CPO, Pan Pac).
Explore new partnership opportunities to enhance program offerings.
CRM Activity Management
Execute CRM activities for multiple brands (DENZA, Peugeot, Ford, BYD, Quicklane) in alignment with Vantage Automotive and brand CI requirements across sales and aftersales.
Serve as the guardian of the CRM Salesforce system, ensuring data integrity and generating business intelligence.
Customer Communication
Manage BYD, DENZA, and VAL customer email channels, ensuring timely and professional responses.
Disseminate feedback and correspondence to relevant internal stakeholders and principals.
Data & Analytics
Maintain customer database accuracy, ensuring compliance with PDPA.
Create weekly and monthly reports to analyze service levels, NPS performance, customer feedback trends, and business funnel performance.
Process & Systems
Work closely with Business Process Owners to optimize workflows, technology, and customer‑centric processes.
Review and improve customer-related processes using CRM and IT tools.
General Support
Support marketing administration, customer service initiatives, and events.
Perform ad‑hoc tasks as required.
What we're looking for
Diploma in Business, Marketing, or equivalent fields.
1 to 3 years of customer‑facing experience, preferably in CRM, customer service, or automotive-related roles.
Experience using data analytics tools, including strong proficiency in Microsoft Excel.
Strong communication skills, both written and verbal, with the ability to engage customers professionally.
Good initiative and strong follow‑through to ensure timely completion of tasks.
Effective planning and organizing skills with attention to detail.
Ability to work effectively as a team player in a fast‑paced environment.
What we offer
At Capital Human Resource Management Pte. Ltd., we are committed to providing our employees with a supportive and rewarding work environment. As a CRM Executive, you can look forward to:
Competitive salary and performance-based bonuses
Opportunities for professional development and career advancement
Flexible working arrangements and a healthy work-life balance
Comprehensive health and wellness benefits
A positive and collaborative team culture
If you have the skills and experience we're looking for, we encourage you to apply for this exciting opportunity. Click the "Apply Now" button to start your application.
Application Instructions
Submit your CV in MS Word format, including:
Educational background
Work experience in point form
Reasons for leaving each position
Current & expected salary
Date of availability / notice period
We regret that only shortlisted candidates will be notified.
Your profile will be kept in our database for future career opportunities.
We wish you all the best in your job search.
Hou Shenglong Kyan
Registration No.: R1435754
EA License No.: 19C9570