Digital Marketing & CRM Specialist, Apac

This role is responsible for all aspects of Digital Marketing and CRM for Bentley in Asia Pacific. The role will be responsible to ensure that brand digital representation is fully in line with the global direction and that CRM system and processes are continually updated. CRM Overall CRM strategy and planning, Bentley's in-house CRM system management (Salesforce based system) and continuous improvement. Leads management, Sales and Marketing support. Support the Sales & Marketing team, retailer network with data analytics and segmentation to fully understand and leverage on qualitative and quantitative data sources to improve customer experiences and grow the business e.g. maximising the information in the system, analysing churn rate and data patterns. Steering the Sales & Marketing team through the interpretation and data-driven decisions gained through the CRM Dashboard and Scorecard, own the KPIs. Drive the CRM excellence at retailer level through training and coaching of Bentley's CRM tool. Customer Experience and Journey Develop and execute Customer Experience strategy for Bentley Asia Pacific. Drive positive customer experiences that create extraordinary customer journeys, convert into sales growth and improve customer retention. Identify APAC customer journey and work towards plugging current gaps, map pre and post-handover journey distinct to Bentley, culturally relevant to aid retention. Develop new digital experiences that are customer centric, linking the local channels to the existing global platforms e.g. eDM, chat functions, etc. Support in building effective and customer communications plan, surrounding the customer and prospecting journeys together with Brand Communications Manager. Support Marketing campaign creation by understanding the needs from Marketing & Communications Manager. Aiding and identifying ways to improve customer satisfaction results. Digital Marketing & Social Media Planning and Management Based on the global digital media str…