About Drive CRM -Customer Relationship Management (CRM)
This module of Autoline Drive contains a suite of tools to manage the storage, management, and segmentation of End Customer, leads, and linked vehicles. It also covers some inbound and outbound communications tools that allow dealers to gather their customer feedback or promote the dealer services to their customers.
This enables the following high level business processes: customer database management including de-duplication and data quality tools; customer satisfaction survey recording and reporting; complaint management and exception handling; recording of customer activity history for DMS transactions and user created events; production of Customer communications using email; SMS and printed media; loyalty card management; creation and management of Customer contact tasks for DMS Users.
Customer relationship management, comprehensive recording of all customers, leads, company and vehicle data with relationship links.
Customer information management captures all customer interactions providing a 360⁰ view of each customer, accessible across the entire business.
Data Privacy and Protection – Customer Contact preferences and privacy consents including marketing agreements.
Manage and track the resolution of all customer complaints with complaint management.
Campaign Manager, composes campaign content, data selection and automated processing and sending of campaigns.
Key Responsibilities
Own end-to-end delivery of complex product area and ensure alignment to business objectives and customer outcomes.
Define, refine, and prioritise the product backlog with well-defined user stories and acceptance criteria.
Collaborate with stakeholders across Product, Engineering, Sales, Operations, and Customer Success.
Monitor product performance using data, KPIs, and customer insights to drive continuous improvement.
Work closely with engineering, architecture, and design teams to manage dependencies and delivery trade-offs.
Contribute to product roadmap planning and translate strategy into executable delivery plans.
Act as a Subject Matter Expert (SME) and support mentoring and best practice adoption.
Scope & Complexity
Skills & Experience
Extensive experience in Agile / SAFe environments as a Product Owner.
Strong backlog management and prioritisation skills.
Experience managing complex stakeholder environments.
Strong understanding of CRM / dealer systems / SaaS products.
Data-driven decision-making capability.
Strategic thinking and execution in a transformational business and industry > Whats next for CRM in Automotive
Key Success Measures
Delivery of prioritised features aligned to business value.
Improved product performance based on customer usage and feedback.
Effective stakeholder alignment and decision-making.
High-quality, well-structured backlog and requirements.
Contribution to product adoption and revenue outcomes.
Skills Required
- Extensive experience in Agile / SAFe environments as a Product Owner
- Strong backlog management and prioritisation skills
- Experience managing complex stakeholder environments
- Strong understanding of CRM / dealer systems / SaaS products
- Data-driven decision-making capability
- Strategic thinking and execution in a transformational business
What We Do
As the largest global automotive technology company, Keyloop delivers cutting-edge solutions, tailored to the modern needs of auto retailers and OEMs alike. With 40 years of automotive DNA, and a deep understanding of what it takes to drive success, Keyloop solutions are delivered in over 90 countries, and trusted by more 20,000 retailers and 80 OEMs worldwide. From the showroom to the workshop, and everything in between, its technology facilitates distinctive customer experiences between key systems, tools and departments. With modern consumers demanding increasingly high levels of service and responsiveness, Keyloop and their partners connect retailers and OEMs to consumers through every step of their journey. Keyloop delivers a proven technology ecosystem that redesigns the automotive retail experience to cultivate lasting loyalty and optimise margins through increased efficiency, elevated experiences, and unrivalled connected data. For more information, please visit www.keyloop.com
