Contract - Automotive CRM Section Manager

At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work.  The regular office hours are 08:00 – 16:00 Monday to Thursday with a half hour lunch break & 08:00 – 13:00 on a Friday.  However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home for a maximum of 50% of the working days in any one month, again providing there is no business requirement to attend the office.

Role:
This role will lead the development of the CRM customer contact strategy for Honda Motor Europe (UK)’s Automotive business. You will drive incremental retention, volume, and profit through the sale of cars and complimentary revenue generating products via the CRM channel, ensuring customer satisfaction always remains priority.

Main Responsibilities:

• The business owner of the Honda Motor Europe UK Automotive CRM customer contact strategy.
• Develop and execute an agile and personalised CRM nudge programme which maximises conversions from the UK Automotive commerce channel, starting at its initial launch in 2023. 
• Lead and oversee the multi-stage transition of our CRM tools to a leading customer marketing suite with advanced customer contact capabilities.
• Develop a new customer contact strategy which supports a personalised Automotive B2C customer journey. Clearly outline touchpoints and revenue opportunities across each stage of a customer’s lifecycle with Honda.   
• You are a customer first thinker, with complete clarity over customer needs, and able to utilise your insight to support a successful customer driven CRM journey and deliver class leading customer satisfaction.
• You are passionate about facts and numbers and will build a reporting suite that allows you to make informed, agile, commercial decisions based on ROI and analytics. 
• You will contribute to financial and volume performance of the UK Automotive business by delivering against specific targets related to generating revenue and profit from the sale of cars and complimentary products via the CRM channel.
• Create customer lifetime marketing frameworks and loyalty propositions which maximise customer satisfaction and retention and reduce our reliance on paid channels. 
• You will own the regular reporting of CRM, ensuring a significant pool of senior stakeholders, including Honda Motor Europe (UK) senior leadership team, are kept fully up to date on performance of your channel. Our stakeholders must always feel informed, satisfied, and heard.
• You will passionately lead a direct report and associated agency/partner structure, inspiring and coaching them to make CRM a significant and highly successful part of our future UK Automotive business.
• Responsibility for the CRM budget, ensuring our investments always deliver ROI, and meet commercial obligations.

Qualifications, skills and experience: Required/Desirable
Required

• Experience of developing and implementing a successful CRM strategy from scratch.
• A proven track record of improving retention and revenue via the CRM channel.
• A true passion for your discipline, will a clear understanding of channel innovations, future trends, and best practice. 
• Commercially minded and data driven. Able to take insights from analytics and customers and propose future strategies.
• Strong experience with Salesforce marketing cloud.
• A strong technical understanding in transitioning and continuously improving CRM platforms.
• Financially astute, with the ability to understand and influence the commercial drivers which have a positive impact on P&L, in additional to managing a CRM channel budget.
• A strong team leader able to bring the very best out of your team and agencies/partners.
• Outstanding interpersonal skills with experience of delivering complex plans and results to the most senior business stakeholders.

Desirable

• D2C experience in a high-end consumer category.
• Experience of Faststats and People Stage to deliver CRM campaigns.

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities - regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.