CRM Supervisor
Role Overview
Lead the customer lead-management team and convert interested customer leads into showroom visits and test drives.
Drive prompt engagement, effective communication, consistent follow-up, and measurable conversion performance.
Key Skills for This Role
Full Job Posting
Role Overview
Lead the customer lead-management team and convert interested customer leads into showroom visits and test drives.
Drive prompt engagement, effective communication, consistent follow-up, and measurable conversion performance.
Key Responsibilities
- Lead, manage, and coach CRM Executives responsible for customer contact and follow-up.
- Ensure leads are contacted within the defined response-time SLA and activity is tracked against KPIs.
- Drive conversion into confirmed appointments, showroom visits, and test drives.
- Monitor calling activity, contact rates, follow-ups, appointments, attendance, and test drives.
- Coach telephone communication, customer engagement, objection handling, and persuasive conversion techniques.
- Monitor call quality and provide feedback to improve performance.
- Coordinate appointments with showroom and sales teams and ensure smooth customer handovers.
- Maintain accurate CRM records for interactions, follow-ups, appointments, and outcomes.
- Identify lead leakage, delayed follow-ups, and process gaps and take corrective action.
- Prepare regular performance reports and drive continuous conversion improvement.
Qualifications and Experience
- 4–6 years of experience in CRM, call centre, telesales, lead management, inside sales, or a similar customer-conversion environment.
- Previous experience supervising or leading a customer calling or lead-conversion team.
- Strong leadership, coaching, performance-management, telephone communication, engagement, and persuasion skills.
- Proven ability to manage a target-driven team and improve conversion performance.
- Good understanding of CRM systems and customer follow-up processes.
- Strong reporting and analytical skills.
- Automotive dealership experience is preferred.
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