Posted By
Job Views:
568
568
Applications: 310
Recruiter Actions: 0
Posted in
Sales & Marketing
Job Code
1602864
Deputy General Manager - Marketing
Job Description:
EXPECTED END RESULTS:
MAJOR ACTIVITIES:
Customer Experience Framework:
- Develop and manage the overall strategy for the Customer Experience framework, covering the pre-defined customer journeys and touch points (entire consumer journey from discovery to purchase to ownership to repurchase.
- Oversee integration of online and offline Marketing programs that impact the Customer Experience.
PACE (Nissan website):
- Insights, annual strategy/roadmap, optimisation of the PACE platform for Nissan to ensure seamless delivery of digitally enabled customer experience.
- Work extensively with creative and technical agency partners to maintain Nissan website as per Nissan's GOLD customer experience standards.
- Ensure continuous updation on the website (PACE Platforms) of content.
- Specific strategies and roadmap to improve the Key Buying Actions (KPIs).
- Detailed Analysis and tracking of Omniture learnings to regularly monitor performance.
- SEO and SEM optimisation.
Cross Functional Customer Experience:
- Oversee integration of online and offline Marketing programs that impact the Customer Experience.
- Collaborate with other departments in creating new retailer programs, customised tools and resources to better deliver an exceptional customer experience.
- Examples: Configurators, Finance Calculators, Dealer Sales Tools, etc), Ecommerce for Sales and Aftersales, Leads Management, AR/VR/AI/Machine Learning, Mobile Ecosystem (including apps), Mobility Solutions (Connected Cars), Dealer and Retail focussed ecosystem set-up.
- Evaluation and analysis of departmental work processes to identify opportunities to improve ROI across digital media (Precision marketing), channels (Tagging implementation) and technical system integrations to re-engineer workflow for seamless Customer Experience.
- Develop breakthrough initiatives using insights to create an innovative Customer Experience environment for the Nissan.
Joint Business Partnerships:
- Collaborate with key industry leaders across data, media and technology to drive Joint business Partnerships (Google, Meta, Adobe).
- Manage the relationship closely to deliver innovative and ROI driven initiatives for Nissan.
Data Analytics and Dashboard Implementations:
- Collaboratively establish and monitor Customer Experience KPI's, based on industry leading measures and delivery of the brand promise.
- Track and implement measure to improve Website performance metrics across KBAs.
- Observe Omniture trends to deep dive into traffic analysis to improve ROI.
- Analyse insights from tools like Adobe and Preparing weekly, monthly management reports.
Online Reputation Management:
- Manage online reputation of brand Nissan across all social touchpoints like Facebook, Instagram, Twitter and YouTube.
- Lower the first level response time for tickets opened.
- Reduce over all TAT for normal ticket.
- Manage online crisis by understanding voc and take appropriate actions after aligning on one voice between legal, comms, after sales, training and marketing.
- Manage the ORM partners NU and Locobuzz/Sprinklr (online listening agency) to optimise resources and automate the ORM process.
- Introduce AI based tools to lower the overall cost and make the process more efficient.
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Posted By
Job Views:
568
568
Applications: 310
Recruiter Actions: 0
Posted in
Sales & Marketing
Job Code
1602864
