Sr. Relationship Marketing Specialist, After Sales

About Company
Audi of America
Herndon, VA
Job Info
Job Status: Open
No of Vacancies: 1
Date Posted: June 28, 2017
Expiry Date: July 31, 2017
Job Type: Full Time
Job Level: Mid level
Years of Experience: 5-7
Salary Info
Salary Type: Negotiable
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https://vwgoa.taleo.net/careersection/jobdetail.ftl?job=AUD000857&lang=en
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Role Summary

At Audi of America, our mission is to inspire customer delight and make owning an Audi as exciting as driving one.  The Sr. Relationship Marketing Specialist – After Sales will be responsible for the service marketing aspect of a customer’s ownership experience. 
 
The role is responsible for designing all elements of customer facing marketing that drives the after sales business including service traffic, service loyalty, parts sales and accessory sales.  Working with multiple agency relationships leading operational excellence and continual innovation that executes consumer communication through multiple channels including but not limited to; direct mail, e mail, point of sale and digital communication (e.g. digital targeting, social media targeting, web site content integration with Audiusa.com/Tier II & III sites
 
The successful candidate will have demonstrated experience in CRM, direct marketing, digital marketing, data analytics, budget management and exceptional project management experience, business optimization and cross functional integration, preferably in automotive industries.

Responsibilities:

Role Responsibilities   The Sr. Specialist Relationship Marketing – After Sales, will lead the planning, execution and operational excellence for the customer facing marketing of After Sales activities that drive service traffic, deliver service loyalty and increase parts and accessory awareness and sales.  The role requires exceptional cross function integration and collaboration with numerous departments across Audi, Group IT, Field, Dealers, Agency Partners and Volkswagen colleagues:   CRM Consumer-facing Responsibilities (80%)
  • Lead the operational excellence and innovation of the after sales customer facing marketing strategy which drives parts sales, accessory sales, service loyalty and profitability
  • Develop service marketing initiatives to increase dealership service traffic, increase parts sales, increase accessory sales with a focus on profitability – including the creation of national, regional and dealer promotional campaigns
  • Strategically calendarize the customer communications cadence of service marketing to ensure optimum customer experience with the right message at the right time   
  • Manage the continuous integration with the After Sales business unit to understand the pulse of the business in order to bring that to the marketing message
  • Integrate new technologies for enhanced marketing for Audi’s after sales business at the national and dealer level
  • Drive innovation in data analytics to develop leading edge audience segmentation, timed messaging, personalize marketing message, offer structure optimization and thorough documentation of business rules  
  • Increase dealer utilization of one-to-one intelligent service marketing programs
  • Communicate and work directly with field teams (Regional After Sales Managers and Area After Sales Managers), dealers (service managers and parts managers) on national and local marketing initiatives
  • Strive for excellence and relationship development with Service Managers and Parts Managers to gain respect, continual growth and learning to meet and exceed their business needs in the arena of service and parts marketing
  • Work across departments to ensure the inclusion of after sales marketing for consumer awareness and consideration, including but not limited to; Marketing, Audi Experience, Digital Operations – Audiusa.com/Tier II & III sites, myAudi, Sales Operation, Audi ONE, Connected Vehicle, Academy and AFS 
  • Direct agency with creative and copy followed by exceptional detail review procedures  
  • Manage assigned budget while consistently seeking revenue and cost optimization
  • Develop strong partnerships with finance and purchasing in order to actively manage RFP’s, purchase orders, budgets planning and budget management
  • Work collectively in the appropriate evaluation, review, negotiation, engagement and management of key agency/vendor relationships
  • Liaison with legal team and understand legal implications of copy, photography, video content of customer communications Program & Project Responsibilities for customer facing after sales marketing (subject to expansion and modification):
    • Marketing Operations Center
    • National Promotions
    • Regional Promotions
    • Service Reminders
    • Declined Service
    • Service Conquest
    • Dealer Opt-In Marketing
    • Digital Marketing
    • Connected vehicle service data integration
    • Co-op Administration
    • Accessory Model Catalogs (digital)
    • Accessory Marketing
    • Wheel & Tire promotions
    • Roadside Tire & Battery marketing
    • Point of Sale
  Cross Functional Integration (20%) This role’s cross functional integration is essential to ensuring the customer touch points of the service experience is threaded thought all conversations and disciplines – driving dealership service loyalty, parts sales and accessory sales
  • Integration to develop the awareness and implementation of consumer facing after sales marketing includes but is not limited to:  brand marketing, social media, experiential marketing, retail marketing, content manager, IT, digital operations of Audiusa.com, myAudi & Audi Experience, after sales, IQS, connected vehicle, Audi ONE, academy, Customer Service Center, field, dealers, legal, purchasing, finance and appropriately aligned VW counter parts
  • Integration across multiple and diverse agency and vendor partners that integrate and impact the customer communication during the ownership experience
  • Ensure advanced, detailed and collaborative communication of plans and initiatives to ensure organizational alignment
  • Act as a liaison between other disciplines for creative design integration for after sales marketing
  • Effectively communicate opportunities, issues, risks and dependencies with project stakeholders, where it applies to the area of consumer facing after sales marketing

Educational requirements:

Required Education

  •  Bachelor Degree in Marketing, Advertising, Business or Communications
Desired Education
  •  Master’s Degree

Experience requirements:

Experience

  • 5-7 years professional experience in CRM and Marketing.  Within that timeframe, a minimum of 3 years’ experience specific to automotive

Desired Skills:

Skills

  • Strong analytical and conceptual thinking – using logic and reason layered with creative thinking and design
  • Communication skills – interpersonal, presentation and written
  • Integration – joining people, processes and systems
  • Influencing and negation skills
  • Problem solving
  • Exceptional project management
  • Strong organizational skills – details and analytical orientation
  • Resource management
  • Passion for customer experience and the Audi brand
  • Proficient in Microsoft applications: Word, Excel, PowerPoint, Outlook
  • Able to understand and balance the interests of numerous stakeholders (e.g. management, colleagues, agencies, field and dealers, etc.)
  • Ability to excel in a constantly changing environment
Required Specialized Skills
  • Ad agency experience or direct experience working with an agency relationship
  • Campaign management experience
  • Experience in direct mail, digital marketing point of sale, collateral and fulfillment   
  • Experience in data modeling and analytics to implement measurable decisions and action for performance improvement
  • CRM systems knowledge
  • Proven ability to think proactively to manage multiple projects simultaneously, tight deadlines and manage through complex issues and quickly determine required action
  • Demonstrated success in developing strong working relationships across many layers of an organization, outside agencies/suppliers & across cultural boundaries
  • Detailed budget management experience
  • Experience in developing RFP/RFQ particularly in the area of CRM, digital, print and  fulfillment
  • Exceptional presentation skills, verbal and written communication must be clear, concise and well-articulated
  • Automotive experience – preferably in service, parts and accessories marketing
 Desired Specialized Skills
  • Professional CRM experience in automotive or other comparable brand / technology or luxury sectors
  • Knowledge of automotive sales, service and marketing environment
  • Corporate marketing experience with worldwide premium brands
 Work Flexibility
  • Willingness to travel up to 20% for domestic travel to agency partners and field meetings
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.  

Qualifications:

Skills

  • Strong analytical and conceptual thinking – using logic and reason layered with creative thinking and design
  • Communication skills – interpersonal, presentation and written
  • Integration – joining people, processes and systems
  • Influencing and negation skills
  • Problem solving
  • Exceptional project management
  • Strong organizational skills – details and analytical orientation
  • Resource management
  • Passion for customer experience and the Audi brand
  • Proficient in Microsoft applications: Word, Excel, PowerPoint, Outlook
  • Able to understand and balance the interests of numerous stakeholders (e.g. management, colleagues, agencies, field and dealers, etc.)
  • Ability to excel in a constantly changing environment
Required Specialized Skills
  • Ad agency experience or direct experience working with an agency relationship
  • Campaign management experience
  • Experience in direct mail, digital marketing point of sale, collateral and fulfillment   
  • Experience in data modeling and analytics to implement measurable decisions and action for performance improvement
  • CRM systems knowledge
  • Proven ability to think proactively to manage multiple projects simultaneously, tight deadlines and manage through complex issues and quickly determine required action
  • Demonstrated success in developing strong working relationships across many layers of an organization, outside agencies/suppliers & across cultural boundaries
  • Detailed budget management experience
  • Experience in developing RFP/RFQ particularly in the area of CRM, digital, print and  fulfillment
  • Exceptional presentation skills, verbal and written communication must be clear, concise and well-articulated
  • Automotive experience – preferably in service, parts and accessories marketing
 Desired Specialized Skills
  • Professional CRM experience in automotive or other comparable brand / technology or luxury sectors
  • Knowledge of automotive sales, service and marketing environment
  • Corporate marketing experience with worldwide premium brands
 Work Flexibility
  • Willingness to travel up to 20% for domestic travel to agency partners and field meetings
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.