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Customer Engagement Marketing Specialist
Toyota is one of the world’s largest automobile manufacturers and a leading global corporation. Founded in 1937. Toyota now sells vehicles in 170 countries and employs over 350.000 people. Based in Brussels, Belgium, and staffed by 2.700 people and more than 60 nationalities, Toyota Motor Europe (TME) handles the wholesale marketing of Toyota and Lexus vehicles, parts & accessories, and manages Toyota’s European R&D, manufacturing, and engineering operations.
Toyota is excited to be transforming into a mobility company focusing on bringing even more happiness to our customers through various mobility solutions.
Toyota is excited to be transforming into a mobility company focusing on bringing even more happiness to our customers through various mobility solutions.
Customer Engagement Marketing Specialist
Functieomschrijving
Team/division description:
Customer Engagement Marketing (CEM) is a strategic priority within the company in Sales and Marketing & CX department. The team is responsible for personalised two-way customer communication across all channels based on defined customer journey blueprint to increase customer engagement, conversion and optimise customer acquisition costs. We are working with Centre of Excellence pilot markets and range of internal stakeholders to prioritise and deliver data and systems foundation, measurement framework and prioritised journeys.
Your responsibilities:
Play a key role in the CEM team and development of customer engagement marketing strategy :
Onboard and guide markets to implement CEM based on their maturity :
Establish CEM performance management to measure impact and KPIs of CEM activities:
Define and implement standardized Marketing effectiveness reporting and benchmarking analysis to guide strategy and drive execution:
Customer Engagement Marketing (CEM) is a strategic priority within the company in Sales and Marketing & CX department. The team is responsible for personalised two-way customer communication across all channels based on defined customer journey blueprint to increase customer engagement, conversion and optimise customer acquisition costs. We are working with Centre of Excellence pilot markets and range of internal stakeholders to prioritise and deliver data and systems foundation, measurement framework and prioritised journeys.
Your responsibilities:
Play a key role in the CEM team and development of customer engagement marketing strategy :
- Design and develop customer journeys blueprint, processes, measurement criteria
- Connect & guide different divisions and activities to move towards a consistent customer interaction and dialogue map
- Improve way of working through implementation of backlog, planning & demo rituals
- Implement required governance for involved agencies and divisions for activities currently in progress
- Ensure One Toyota: TFS, TIS, Kinto and Lexus involvement in journeys definitions and development
- Clarify different workstreams & step by step approach
- Understand data requirements and data readiness / maturity assessment toolkit
- Clarify required IT integrations / architecture for each maturity stage
Onboard and guide markets to implement CEM based on their maturity :
- Lead Centre of Excellence with 3 pilot markets to define customer journey blueprint for next prioritised journeys
- Organise biannual CEM Conference/Workshops with all markets
- Ensure centralisation of CEM activities and implementation by individual markets
- Manage markets communication through webinars
Establish CEM performance management to measure impact and KPIs of CEM activities:
- Establish Measurement Framework based on customer and business needs
- Define the CEM reporting and improve PowerBI report in order to evaluate campaign effectiveness
- Develop and deliver of customer insights that continuously inform CEM strategies & identify pain points, opportunities and trends
- Establish A/B testing framework to continuously experiment and optimise journey
Define and implement standardized Marketing effectiveness reporting and benchmarking analysis to guide strategy and drive execution:
- Establish measurement framework for Marketing effectiness KPIs
- Deliver monthly insights that continuously drive markets marketing insights
Profiel
Your profile:
You have a Toyota DNA, this means :
- You are fluent in English (Toyota Motor Europe business language)
- You have a higher education degree with a minimum of 5 years relevant work experience in Customer Engagement Marketing, Marketing Communication, Digital Experience, Customer Experience
- Strong interest in digitalisation of marketing & customer processes and understanding of implications on company business processes
- Proven Project Management experience and the ability to multi-task and drive multiple projects forward in parallel
- Data driven approach, analysis skills and the ability to turn rough data into visual results and business recommendation
- Problem solving skill, able to challenge status quo and resolve any issues with positivity
- Experience in leading complex cross-functional projects to successful implementation
- Experience with IT & Marketing systems and applications (SalesForce Marketing Cloud, Microsoft Dynamics and Power BI)
You have a Toyota DNA, this means :
- Courage: you are ready to let go of the easy path to reach challenging targets
- Collaboration: you are a team player, respectful and inclusive in your style and you take a customer-oriented approach
- Creativity: your passion drives you to explore innovative ideas and challenge the impossible
- Curiosity: you combine imagination and fact-based observation
- Coaching: you share knowledge and feedback with your colleagues and celebrate each other’s success
Aanbod
Toyota offers a comprehensive remuneration package, including interesting extra-legal benefits. We provide flexibility to take care of both your career and your personal life by providing hybrid work environment with structural possibility to both work from home & collaborate in the office.
At Toyota Motor Europe, we are committed to providing equal employment opportunity to all. All our recruitment decisions are based on the individual and their qualifications along with the job requirements. The selection process is without regard to nationality, sexual orientation, gender identity or expression, date of birth, religion, ethnicity, disability or other personal characteristics. We do not tolerate harassment or discrimination as our individual experiences and overall diversity is our key strength. Together we have the power to make a positive change and go beyond the ordinary.
If you need any specific consideration for the interview process due to disability or any other reason, please let the recruiter know.
Contract:
Interim contract (weekly renewed)
Start date: September 2024
Expected end date: end of April 2025
Full time
Hybrid : Toyota Motor Europe Head Office in Evere and possibility for home office.
At Toyota Motor Europe, we are committed to providing equal employment opportunity to all. All our recruitment decisions are based on the individual and their qualifications along with the job requirements. The selection process is without regard to nationality, sexual orientation, gender identity or expression, date of birth, religion, ethnicity, disability or other personal characteristics. We do not tolerate harassment or discrimination as our individual experiences and overall diversity is our key strength. Together we have the power to make a positive change and go beyond the ordinary.
If you need any specific consideration for the interview process due to disability or any other reason, please let the recruiter know.
Contract:
Interim contract (weekly renewed)
Start date: September 2024
Expected end date: end of April 2025
Full time
Hybrid : Toyota Motor Europe Head Office in Evere and possibility for home office.
Praktische informatie
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