CRM & Web Advisor

Yokohama TWS is a global supplier of tires and complete wheels for the agricultural, material handling, construction, and motorcycles segments. We design and manufacture tire and wheel solutions for the future, focusing on value, safety, and ease to deliver productive and sustainable performance for our customers. We operate in more than 50 countries with 5,300 employees, 12 plants, and 4 innovation centers. We are part of Yokohama Rubber Co., Ltd.

If you have an entrepreneurial mindset, join us. There are opportunities to grow in a dynamic environment.

Summary Of The Role

The CRM & Web Advisor is responsible for driving the effective use and continuous improvement of CRM systems and web platforms to support sales, marketing, and customer service activities. The role ensures seamless user interaction with CRM tools, promotes data-driven decision-making, and enhances the overall customer journey across digital touchpoints.

Tasks And Responsibilities

• Collaborate with sales and IT to identify new features and development opportunities
• Continuously assess the CRM system's performance and functionalities, recommending and implementing improvements to enhance efficiency and user experience
• Conduct user workshops and physical training sessions
• Customize and pull marketing reports from the CRM
• Work with marketing and customer service teams to develop customer engagement and retention strategies
• Participate in user testing and upgrade processes, and ensure that business objectives are met
• Ensure data accuracy, integrity, and completeness by conducting regular data audits and clean-ups
• Ensure compliance with data privacy regulations and company policies when handling customer data (strong collaboration with legal and IT departments)
• Implement security measures to protect customer information and maintain data confidentiality (strong collaboration with legal and IT departments)
• Experience with Sitecore or most common CMS
• Guarantee web performance thanks to the monitoring and support of the IT department
• Improving the user experience of the website
• Perform and monitor A/B test activities
• Manage external developers and suppliers (UX designers and developers, back/front end developers, quality managers, infrastructure manager, editors etc.)

Qualifications

• Master’s Degree in Economics, Engineering, or equivalent STEM faculty
• 4+ years of experience in a similar role within a complex multinational environment
• Fluent English (other languages appreciated)
• Experience with Salesforce CRM, Marketing Cloud and/or similar
• Project management skills
• Ability to manage complexity and work under pressure
• Customer focus and strong customer support commitment
• Analytical aptitude, monitoring, and summarising skills