Job Purpose The CRM Supervisor is responsible for managing the Customer Relationship Management system and team, ensuring excellent customer experience across sales, service, and aftersales operations while maintaining the premium standards of Mercedes-Benz. The role focuses on improving customer satisfaction, retention, and loyalty.
Responsibilities:

Customer Experience Management

Ensure all customer interactions meet Mercedes-Benz premium service standards. Monitor customer satisfaction and feedback from surveys and follow-ups. Handle customer complaints and escalations professionally and efficiently. Improve overall customer journey from lead to aftersales service. CRM System Management

Manage and maintain the dealership's CRM system (e.g., Salesforce CRM or Microsoft Dynamics 365). Ensure accurate customer data entry and database management. Track leads, sales opportunities, and customer interactions. Lead & Customer Follow-Up

Monitor incoming leads from showroom visits, website inquiries, and marketing campaigns. Ensure sales advisors follow up with leads within the required time. Track lead conversion and improve sales funnel performance. Customer Retention & Loyalty

Manage customer retention programs. Track service reminders, warranty follow-ups, and maintenance campaigns. Ensure customers return for after-sales service and vehicle upgrades. Reporting & Analytics

Prepare regular CRM reports including: Lead conversion rates Customer satisfaction (CSI) Complaint resolution time Service retention Analyze customer data to identify sales opportunities and customer trends. Team Supervision

Supervise CRM coordinators or call center agents. Train team members on CRM processes and customer communication. Monitor call quality and follow-up performance. Coordination with Departments

Work closely with: Sales Department Service & Aftersales Marketing Team

Requirements

Bachelor's degree in Business Administration, Marketing, or related field 3-5+ years experience in CRM or customer service in automotive Experience with premium brands is preferred Strong knowledge of dealership operations (sales & aftersales)