Job description

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 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)