Deputy General Manager, Marketing - NMIPL
Job Summary
Job Description
The Deputy General Manager, Marketing - NMIPL will lead the development and management of Nissan's Customer Experience framework, ensuring seamless digital and offline customer journeys. Key responsibilities include optimizing the PACE website, implementing SEO/SEM strategies, and collaborating cross-functionally to create innovative retailer programs and tools. This role also involves managing joint business partnerships with data and technology leaders, establishing KPIs, and overseeing data analytics for performance improvement. A critical aspect is online reputation management across social platforms, including crisis management and leveraging AI tools for efficiency.
Must have:
- Develop and manage Customer Experience framework strategy.
- Oversee integration of online and offline Marketing programs.
- Optimize PACE platform for seamless digital customer experience.
- Maintain Nissan website to GOLD customer experience standards.
- Ensure continuous content updates on PACE Platforms.
- Improve Key Buying Actions (KPIs) through specific strategies.
- Monitor performance using Omniture learnings.
- Perform SEO and SEM optimisation.
- Collaborate with departments for new retailer programs and tools.
- Evaluate work processes to improve ROI across digital media.
- Develop innovative Customer Experience initiatives.
- Collaborate with industry leaders for Joint Business Partnerships.
- Manage relationships with Google, Meta, Adobe.
- Establish and monitor Customer Experience KPIs.
- Track and improve Website performance metrics.
- Analyze insights from tools like Adobe.
- Manage online reputation across social touchpoints.
- Reduce first level response time and overall TAT for tickets.
- Manage online crisis by aligning stakeholders.
- Optimize ORM process with partners and AI tools.
5 skills required
Job Details
EXPECTED END RESULTS
MAJOR ACTIVITIES
Customer Experience Framework
- Develop and manage the overall strategy for the Customer Experience framework, covering the pre-defined customer journeys and touch points (entire consumer journey from discovery to purchase to ownership to repurchase.)
- Oversee integration of online and offline Marketing programs that impact the Customer Experience
PACE (Nissan website)
- Insights, annual strategy/roadmap, optimisation of the PACE platform for Nissan to ensure seamless delivery of digitally enabled customer experience
- Work extensively with creative and technical agency partners to maintain Nissan website as per Nissan’s GOLD customer experience standards
- Ensure continuous updation on the website (PACE Platforms) of content
- Specific strategies and roadmap to improve the Key Buying Actions (KPIs)
- Detailed Analysis and tracking of Omniture learnings to regularly monitor performance
- SEO and SEM optimisation
Cross Functional Customer Experience
- Oversee integration of online and offline Marketing programs that impact the Customer Experience
- Collaborate with other departments in creating new retailer programs, customised tools and resources to better deliver an exceptional customer experience.
Examples: Configurators, Finance Calculators, Dealer Sales Tools, etc), Ecommerce for Sales and Aftersales, Leads Management, AR/VR/AI/Machine Learning, Mobile Ecosystem (including apps), Mobility Solutions (Connected Cars), Dealer and Retail focussed ecosystem set-up
- Evaluation and analysis of departmental work processes to identify opportunities to improve ROI across digital media (Precision marketing), channels (Tagging implementation) and technical system integrations to re-engineer workflow for seamless Customer Experience
- Develop breakthrough initiatives using insights to create an innovative Customer Experience environment for the Nissan
Joint Business Partnerships
- Collaborate with key industry leaders across data, media and technology to drive Joint business Partnerships (Google, Meta, Adobe)
- Manage the relationship closely to deliver innovative and ROI driven initiatives for Nissan
Data Analytics and Dashboard Implementations
- Collaboratively establish and monitor Customer Experience KPI's, based on industry leading measures and delivery of the brand promise
- Track and implement measure to improve Website performance metrics across KBAs
- Observe Omniture trends to deep dive into traffic analysis to improve ROI
- Analyse insights from tools like Adobe and Preparing weekly, monthly management reports
Online Reputation Management
- Manage online reputation of brand Nissan across all social touchpoints like Facebook, Instagram, Twitter and YouTube.
- Lower the first level response time for tickets opened
- Reduce over all TAT for normal ticket
- Manage online crisis by understanding voc and take appropriate actions after aligning on one voice between legal, comms, after sales, training and marketing
- Manage the ORM partners NU and Locobuzz/Sprinklr (online listening agency) to optimise resources and automate the ORM process. Introduce AI based tools to lower the overall cost and make the process more efficient
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About The Company
Nissan is more than a car company. We are an innovation company. We take the most innovative thinking in the industry and combine it with performance, value, efficiency, safety and style. The result: Cars that thrill you every time you get behind the wheel. With over 150 million vehicles produced globally, Nissan continues with the goal to enrich the lives of our employees and customers alike.
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