CRM Supervisor

We are looking for an experienced and performance-driven CRM Supervisor to lead our customer lead-management team.

The primary objective of the CRM team is to contact and follow up with interested customer leads and convert their interest into actual showroom visits and test drives through prompt engagement, effective communication, and consistent follow-up.

Key Responsibilities

• Lead, manage, and coach a team of CRM Executives responsible for contacting and following up with interested customers.
• Ensure all assigned customer leads are contacted and followed up within the defined response-time SLA.
• Monitor the team's daily calling and follow-up activities against assigned KPIs, while maintaining a strong focus on converting leads into actual showroom visits and test drives.
• Drive the team to convert customer interest into confirmed appointments, actual showroom visits, and test drives.
• Monitor daily calling activity, customer contact rates, follow-ups, appointments, and actual showroom attendance.
• Ensure consistent and effective follow-up with interested customers.
• Coach the team on telephone communication, customer engagement, objection handling, and persuasive conversion techniques.
• Monitor call quality and provide regular feedback and coaching to improve individual performance.
• Ensure confirmed appointments are properly coordinated with the relevant showroom and Sales team.
• Work closely with showroom Sales Executives to verify customer attendance and ensure a smooth customer handover.
• Ensure every customer interaction, follow-up, appointment, and outcome is accurately recorded in the CRM system.
• Identify lead leakage, delayed follow-ups, and other process gaps, and take corrective action.
• Monitor individual and team KPIs and drive continuous improvement in conversion performance.
• Prepare regular performance reports covering calling activity, customer contacts, appointments, showroom visits, test drives, and conversion rates.

Qualifications & 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, and performance-management skills.
• Excellent telephone communication, customer 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.