Victoria Crawford
Group CRM Manager at Sinclair Group- Claim this Profile
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Bio
Credentials
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Mercedes-Benz C-Management
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Experience
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Sinclair Group
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United Kingdom
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Retail Motor Vehicles
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100 - 200 Employee
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Group CRM Manager
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Feb 2013 - Present
Responsible for the Management & Development of the Customer Support Unit & Group Centralised Reception to maximise the Customer Experience & ROI -Senior role overseeing day-to-day operation and performance of 30+ advisors -Increased advisor performance by 68% in first 12 mths in role -Responsible for developing and delivering detailed reporting, analysis and commentary on department Performance -Accountable for delivering optimum ROI Responsible for the Management & Development of the Customer Support Unit & Group Centralised Reception to maximise the Customer Experience & ROI -Senior role overseeing day-to-day operation and performance of 30+ advisors -Increased advisor performance by 68% in first 12 mths in role -Responsible for developing and delivering detailed reporting, analysis and commentary on department Performance -Accountable for delivering optimum ROI
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General Manager
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Sep 2005 - Feb 2013
Inbound/Outbound Contact Centre, Direct Mail and Database Management Specialists, focused on Automotive Industry-Increased turnover by 34% and direct profit by 28% in 1st year as GM, and increased turnover by further 23% and direct profit by further 21% in 2nd year-A proven results driver leader, introducing new business to the company, by means of B2B prospecting leading to significant increases in turnover and direct profit-Responsible for maintaining client relationships, ensuring client satisfaction to maximise business opportunities. -Responsible for setting and controlling budgets in line with business demands-Increased staff retention rate from 62% to 88% -Responsible for all HRM, including disciplinary procedures, grievance handling and staff appraisals-Responsible for Health & Safety compliance Show less
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IT/Data Processing Manager
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Jan 2001 - Sep 2005
-Responsible for a department of 6 Data Processors/IT Assistants-Co-ordinating client projects to national brands (Toyota GB, Mercedes-Benz UK, Nissan Motors GB) on a national level, liaising with clients on a daily basis-Creating and delivering training programmes to clients-Regularly conducting face-to-face meetings and presentations with prospective and existing clients-Responsible for ensuring data quality was to highest possible standards -Working with external developers/programmers to create new file transfer systems-Responsible for testing and approving new systems and processes-Responsible for providing in-house IT Support, maintaining the hardware and network equipment together with data security and virus protection Show less
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Education
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2001 - 2009
Open University
Computer Science -
1997 - 1999
Swansea College
5 A-Levels (A-B grades) -
1992 - 1997
Cefn Hengoed Comprehensive
12 GCSE's A*-B grades
Community
