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Please Quote Reference Number 11089

• High energy customer-focused Manager wanted for our Customer Care team
• Fast-paced and rewarding environment
• Join New Zealand’s Largest Toyota Dealership Group!

Do you have a passion for customer relationship management and data-driven decision-making?

Are you ready to join a winning team to take the lead in shaping exceptional customer experiences and build aftersales retention? We want YOU to be our CRM Manager, and work with NZ's most trust brand and market leader!

About us!

Manukau Toyota Group includes Dealerships in Botany, Manukau, Papakura and Pukekohe, three Bridgestone Tyre shops and a full PDI Centre in Botany. In 2024 the group achieved the Highest New Vehicle Sales for Toyota NZ, and we are investing for further growth, including building an all-new Dealership in Pukekohe opening mid-2025. Family owned and operated for over 30 years we built a strong reputation; it's our customers and people that are at the heart of what we do.

About the role!

As our CRM Manager, you'll play a key role in developing and managing CRM strategies and the Customer Care Contact Centre to enhance customer engagement, increase sales and aftersales retention, and drive loyalty. You'll work to build a great team delivering the right message to the right customer at the right time:

• Review & Develop CRM Strategy: Improve customer engagement and retention across the customer lifecycle.
• Customer Care Team Management: manage and grow the Customer Care Team to maximise online, inbound and outbound, service bookings and test drives.
• Campaign Management: Oversee the planning, execution, and analysis of CRM campaigns across email, SMS, phone ensuring high conversion rates and ROI.
• Data Analysis & Reporting: Leverage CRM tools to track, analyse, and report on team and campaign performance, customer behaviours, operational improvement and overall retention.
• Collaboration & Innovation: Collaborate with various departments to create innovative strategies that drive customer loyalty, while constantly seeking new ways to enhance our CRM efforts.
• Technology & Tools Management: Manage and optimise our CRM, Data, DMS, and tools, ensuring we drive efficiency and effectiveness in CRM.

About you!:

• Proven CRM & Contact Centre Experience: 3+ years of experience in CRM & Contact Centres, preferably in automotive retail, or a related industry.
• Passion for Automotive: A genuine passion for cars and preferably the Toyota brand.
• Tech-Savvy & Data-Driven: Strong experience with Contact Centre, DMS and CRM software and a solid understanding of customer data segmentation, analytics, and reporting.
• Excellent Communication Skills: You're a natural when it comes to understanding customer needs and crafting communications that resonate.
• Strategic Thinker: You can balance big-picture strategies with day-to-day execution and optimisation, always focused on delivering results, efficiencies balanced with the customer experience.
• Problem Solver: You're innovative and always thinking of creative ways to solve challenges, engage your team and customers, and improve retention.
• Collaborative Spirit: A team player, works well across teams, embraces a customer-first mindset.

About the opportunity?:

• Market Leading Brand: Work with largest Toyota dealership group in NZ and make a real impact.
• Career Growth: Implement new strategy, campaigns, tech, drive change & be part of our success.
• Work Environment: A supportive & collaborative team culture looking to grow, and innovative.

Ready to drive your career forward? Apply now and be part of something amazing!


Please Quote Reference Number 11089