Senior CRM Specialist Lisboa

Overview

Claire Joster is looking for a Senior CRM Specialist (m/f). Our client operates in the area of Automotive Financial Services.

Role

• Own and optimize the contract customer journey, with the objective of maximizing customer retention
• Design and execute targeted CRM campaigns focused on contract NBO strategies
• Analyze customer behavior, contract data, and historical performance to develop actionable insights and predictive models
• Collaborate with functional teams including Sales, Marketing, Data Analytics, and Dealer Network to ensure seamless execution of CRM initiatives
• Define and monitor KPIs for retention and NBO activities; continuously test, learn, and optimize strategies
• Implement customer segmentation and personalization strategies to enhance communication relevance and timing
• Support the integration and utilization of CRM platforms and marketing automation tools to scale customer outreach
• Act as the voice of the customer, continuously identifying opportunities to enhance the customer experience across digital and physical touchpoints

Requirements

• Bachelor's degree in management, marketing, or similar
• Minimum 5 years of experience in a CRM role within the financial services, automotive, mobility, or similar
  - centric industry
• Proven track record of improving customer retention and driving revenue through CRM and lifecycle marketing
• Background in automotive financial services (OEM captive finance, leasing, fleet, etc. )
• Experience in working with or managing dealer networks or B2B2C model
• Familiarity with customer loyalty programs, retention KPIs, and CX metrics
• Knowledge of GDPR and data privacy regulation
• Strong understanding of customer journey management,
  - driven marketing, and personalization techniques
• Strong analytical skills, including experience with segmentation, targeting, and performance analysis
• Strong communication and stakeholder management skills