At Nissan, we’re not just building cars, we’re revolutionizing mobility. We believe that every individual possesses a unique set of skills and passions that can be harnessed to drive innovation and shape the future of the automotive industry. Our global impact is fueled by dedicated minds, crafting and delivering innovation since 1933. For over 90 years, our core belief in doing what others don’t has driven innovation and excitement for our customers, shaping Nissan into the business it is today. We are not just a company - we're a movement, pushing boundaries and embracing the spirit of “Defy Ordinary”.

As a CRM, Campaign & Lead Management Section Manager within the newly created RBU (Netherlands, Belgium, Sweden, Denmark, Norway), you will play a crucial role in managing customer relationship management (CRM) activities and ensuring the accuracy and effectiveness of data-related processes. You will be responsible for maintaining and optimizing the customer databases (conquest and loyalty), implementing customer centric data-driven strategies, and supporting the sales and marketing teams in achieving their objectives. This position requires a strong sense of customer centricity, strong analytical skills, being able to connect the dots between all touchpoints of the customer journey and attention to detail. 

 How you can contribute and have an impact?

Lead Management:  

Coordinate with marketing teams with the objective to boost collection of leads in order to achieve COT ambitions.

Coordinate with AS team to achieve Parts TO and customer Retention objectives (is this under Lead Mgmt or CRM: winter or summer campaign, for instance or extended warranty or any promotional AS campaigns).

Set up and monitor lead management campaigns. 

Coordinate with cross-functional teams (Sales, After Sales, marketing, dealers, etc.) on lead management requirements.  

Setup and follow efficient monitoring to track performance of implemented strategies.

 CRM Management: 

Oversee the CRM system and ensure data integrity, accuracy, and consistency. 

Implement a fully integrated customer centric contact strategy for sales and AS to ensure a seamless customer journey and maximize customer conquest and retention. 

Monitor and analyze customer data, identifying trends and opportunities for improvement. 

Develop and implement CRM strategies to enhance customer satisfaction, loyalty, and retention. 

Collaborate with internal stakeholders to align CRM activities with business objectives and campaigns. 

Implementation of the My NISSAN relationship program (Nissan Digital Customer Account).

Data Analysis and Reporting: 

Conduct data analysis to extract meaningful insights and provide actionable recommendations. 

Prepare regular reports and dashboards to track CRM performance metrics and KPIs. 

Identify areas for improvement based on data analysis and propose actionable solutions. 

Assist in forecasting and budgeting processes related to CRM and data initiatives. 

Data Quality and Maintenance: 

Ensure the accuracy, completeness, and consistency of customer data. 

Perform data cleansing and validation processes to maintain high data quality standards. 

Data privacy (GDPR) business part: Stay updated on data protection regulations and ensure compliance in data management practices. 

Continuously monitor data entry processes and provide training to improve data capture accuracy. 

Customer Satisfaction:

Designing, implementing, and optimizing strategies that enhance customer satisfaction and loyalty throughout the customer lifecycle. Bridging the gap between customer expectations and the company’s service delivery, ensuring a seamless and personalized experience.
 

Ensuring capacity to measure and monitor customer satisfaction. 

Cross-functional Collaboration: 

Collaborate with the sales, after sales and marketing teams to align CRM initiatives with their strategies. 

Support the implementation of CRM campaigns, including customer segmentation and targeting. 

Work closely with IT teams to troubleshoot technical issues related to CRM and data management. 

Provide training and guidance to internal stakeholders on CRM best practices and processes. 

Collaborate with Care team to measure and monitor customer success and satisfaction, and collect feedbacks.

 

What we look for:

Bachelor's degree in Business Administration, Marketing, Data Analytics, or a related field. 

Proven experience in CRM management, data analysis & project management or a similar role. 

Proficiency in CRM systems (e.g., Adobe Campaign, Salesforce Marketing Cloud, Microsoft Dynamics) and data analytics tools is a plus. 

Strong analytical skills with the ability to interpret complex data sets and provide actionable insights. 

Excellent attention to detail and a high level of accuracy in data management. 

Solid understanding of data privacy and protection regulations (e.g., GDPR). 

Effective communication and interpersonal skills to collaborate with diverse stakeholders. 

Proactive and self-motivated with the ability to prioritize tasks and work independently. 

Leadership abilities to manage a team and collaborate effectively with internal and external stakeholders. 

Ability to manage complex Project with proactivity, commitment and strong communication skills to convince and federate all stakeholders.

Diversity, Equity and Inclusion: Promoting Diversity, Equity and Inclusion. Establishing and sustaining trust-based relationships by accurately perceiving and interpreting one's own and others' emotions and behavior in the context of the environment; leveraging insights to effectively manage one's own responses and reactions. Seeking solutions though the exchange of diverse opinions and overcoming differences to arrive at more constructive and innovative ideas. 

Fluency in English and fluency in one of local languages of the RBU: French, (or) Dutch, (or) Danish (or) Norwegian is highly desirable. 

Joining the new RBU as a CRM, Campaigns and Lead Management offers an exciting opportunity to contribute to the success of a leading automotive brand. You will have the chance to work in a dynamic and collaborative environment, driving data-based strategies to enhance customer experiences and maximize business outcomes. 

Note: This job description serves as a general overview of the responsibilities and requirements for the position of CRM, Campaigns & Lead Management. Duties may evolve and change over time, and additional tasks may be assigned as deemed necessary by the company. 

Nissan believes the power comes from the inside, the diversity and well-being of its employees is key to success. People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team. Nissan is committed to be a truly diverse, equitable, and inclusive company that empowers everyone to bring their best, most authentic selves to work. Respecting each person, their opinions and value is when we can drive innovations that make a difference.
 

Our future vision and ambition is "Together We Empower Mobility and Beyond" for a cleaner, safer and more inclusive world.