Head of Customer Success managing strategic customer initiatives at gyde. Leading a 5 - member team to enhance customer experience in educational offerings.
About the role
- CRM & Digital Manager managing Salesforce strategy and digital initiatives at Volkswagen Group. Leading cross-functional teams and driving CRM adoption in automotive processes.
Responsibilities
- Own the end-to-end strategy, roadmap and operational performance of Salesforce and key Digital platforms.
- Act as a single point of accountability, balancing brand requirements, Group strategy, cost optimisation and data governance.
- Partner with stakeholders to define short- and long-term CRM and Digital priorities, with a strong focus on automotive processes across Marketing, Sales and Aftersales.
- Develop and maintain a clear CRM and Digital roadmap aligned to Group, brand and global strategies.
- Prioritise CRM and Digital initiatives across brands through planning sessions and governance forums.
- Lead the delivery of strategic CRM and Digital initiatives from initiation through to implementation and optimisation.
- Drive integration across CRM, Digital retail, wholesale and related systems to enhance customer experience and data capability.
- Ensure platform security, data privacy, compliance and ongoing maturity through governance controls.
- Manage technology partners, vendors and Salesforce relationships, including performance, licensing and renewals.
- Drive CRM and Digital adoption across VGA and dealership networks.
- Own budget planning, forecasting and cost optimisation across platforms, licences and partners.
- Work across a modern Digital and CRM ecosystem, including Salesforce, Braze, Marketo, SFMC, Amplitude and Iterable, within a team that embraces AI-enabled capabilities.
Requirements
- Tertiary qualification in Business, Information Systems or Technology.
- Salesforce and project management certifications (preferred).
- 5+ years’ experience in CRM strategy, delivery and optimisation.
- Experience across Salesforce Sales, Service, Marketing and Communities Clouds.
- Strong background leading Sales and Marketing technology initiatives.
- Automotive process experience across Marketing, Sales and Aftersales, including lead, campaign and case management.
- Experience leading Digital platforms in complex, multi-brand or matrixed environments.
- Proven stakeholder, vendor and people leadership capability.
- Strong communication and advisory skills.
Benefits
- A culture of continuous learning , growth and development.
- Access to LinkedIn Learning and personal development opportunities which is why o ver 36 % of our vacancies are filled by internal candidates !
- Flexible working arrangements with our hybrid wor k model balance office and home for ways of working along with remote location working arrangements for up to 10 days anywhere in Australia
- Additional leav e including VGA Day paid leave day , birthday leave and paid parental leave of up to 20 weeks
- Annual fitness and wellbeing subsidy towards a facility of your choice
- Access to the VGA Car Lease Program
- Discounts on Audi, Cupra, Skoda and Volkswagen car purchases
- Free entry to Dubbo and Taronga Z oo for you and your family
- Work in an award winning state of the art newly refurbished building recognised by Master B uilders Association Australia – our offices includ e onsite parking and a convenient location with close proximity to a train station
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