Senior Specialist, Aftersales, CRM, & Brand Marketing

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Nothing beats being part of positive change. We’re on a truly exciting journey, working together in a fast-paced global environment to break new ground in almost every aspect of our operations. Right now, we have an exciting job opening for you in [[filter2]].

 

 Business structure

The Senior Specialist, Aftersales, CRM & Brand Marketing is a role within the Marketing Department, a subset of the Marketing, Product, and Brand Communication Organization. The role reports to the Manager, Brand Marketing and works closely with the CRM team, and Customer Service Organization to fulfill their marketing needs.

 

Job Summary

Responsible for identifying marketing opportunities and developing content in support of the Customer Service organization, Aftersales and Genuine Parts programs, Accessories initiatives, brand communications, and the associated business objectives.

Focus on CRM to identify segmentation and channel opportunities and developing unique, personalized communications journeys.

 

The candidate will:
  • Work in close collaboration with Customer Service, Aftersales, Accessories, Genuine Parts, Brand Marketing and Campaign Managers to create and implement effective and efficient marketing campaigns.
  • Develop and maintain consistent communications that are on brand, on target, and on time.
  • Be a part of an agile cross functional team in collaboration with members from digital, sales regions, and deployed field support to focus on driving customer service business revenue and objectives.
  • Become an expert on all tasked initiatives, including service programs and carline projects, as well as the corresponding target segments. Use this knowledge in collaboration with the PR, Media, Digital, Event/Experiential, and CRM marketing teams to develop personalized communications and effectively market to consumers throughout their entire purchase and ownership journeys.

 

Principal Responsibilities
  • Support the Customer Service team’s short term and long term goals by executing cross-channel marketing needs through strategic recommendations, content creation and asset fulfilment.
  • Develop holistic 1 to 1 (or 1 to few) streams that build service retention and ultimately repurchase loyalty with existing owners.  Work closely as agency support to internal Aftersales business “clients” to identify and develop holistic plans to address their yearly goals and objectives (which will be tied directly to this roles goals and objectives).
  • Gain a full understanding of business needs and programs to properly brief in agencies, work with vendors, set and report against KPIs, and execute requests.
  • Coordinate the creation of communications and creative campaigns, including point of sale, print, digital, email, direct mail, social media and video assets.
  • Work with the broader Marketing organization to identify opportunities and synergies across marketing efforts / channels, and implement best practices across Corporate (Tier 1) through Retailer (Tier 3) content.
  • Maintain communications and coordinate activities with relevant agencies and stakeholders.
  • Manage vendor and supplier relationships to ensure work is completed in a timely manner and within budget.
  • Actively inject insights and provide clear guidance across the organization.
  • Monitor all campaigns, review performance and report learnings to the Marketing and Aftersales business leads, in an effort to identify areas for improvements.
  • Track, monitor and report on competitive best practices.
  • Actively inject insights and provide clear guidance across the organization.
  • Lead internal Aftersales Marketing status meetings and work with Americas regions / Global to share VCUSA marketing plans and assets for Customer Service.
  • Assist in the yearly Aftersales Business planning process by identifying marketing opportunities, areas for growth and increased profitability.
  • Support management meetings, trade show and retailer meetings, with marketing materials as needed.
  • Develop and distribute retailer communications including newsletters, toolkits, playbooks and announcements.
  • Ensure the Volvo brand is properly portrayed throughout marketing initiatives.

 

Job Specifications/Knowledge:
  • Strong business acumen, including a thorough understanding of general business concepts – this is generally acquired through a combination of education (college or graduate) and at least 3-5 years of related work experience.
  • Automotive industry exposure and strong contacts for the purpose of benchmarking best practices and business development. Usually developed through 3 years business-related relationships.
  • Knowledge of Customer Service and/or Aftersales operations at corporate and/or retailer level.
  • Experience working with various media channels, including digital and social media platforms.
  • Experience developing holistic customer journeys focused on personalization, segmentation, and channel optimization.
  • Ability to plan and execute creative campaigns, define relevant KPIs and measure performance.
  • Work collaboratively with other teams across functions and across the company; Be an internal and external expert on assigned projects, Volvo brand, line-up of vehicles and our marketing strategy and philosophy;
  • Think creatively and bring new ideas and strategies to the larger Marketing team.

 

Competencies/Abilities:
  • Strong communication skills, written and oral.
  • Creative and detail-oriented.
  • Curious and open-minded to new challenges and unproven ground.
  • Remains flexible and responsive to changing priorities and unexpected requests.
  • Ability to utilize a PC, analyze data, track trends and retrieve relevant information.
  • Strong analytical skills: able to use information logically to reach a clear understanding of situation and problems.
  • Results oriented and team-player; makes an impact across cross functional teams, organizations.
  • Handle several tasks and responsibilities simultaneously.
  • Strong Microsoft Word, Power Point, and Excel experience.

 

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them. 


Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.

 

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