CRM Supervisor

Qualification:

• Bachelor's degree (S1) in Marketing, Business Management, or a related field.
• Minimum of 3 years of experience in CRM, Customer Operations, Telemarketing, or Sales Management within the automotive industry.
• Strong marketing mindset with the ability to develop customer engagement strategies and improve conversion rates, rather than focusing solely on team management.
• Proven coaching and mentoring skills to develop team members and enhance overall sales performance.
• Proficient in CRM systems and customer lifecycle management, with strong analytical skills and the ability to develop improvement initiatives based on data analysis.
• Excellent cross-functional communication and project coordination skills.
• Good command of both spoken and written English, with the ability to use English as a working language.

Job Description:

• Manage the daily operations of the Inbound Telemarketing team and ensure the achievement of appointment, customer visit, and sales targets.
• Conduct regular coaching sessions through one-on-one meetings, call reviews, and role-playing exercises to improve the team's sales techniques and communication skills.
• Analyze customer behavior, marketing campaign effectiveness, and performance data to optimize sales scripts and follow-up strategies, driving higher conversion rates.
• Monitor and analyze CRM data and key performance indicators (KPIs), identify performance gaps, and implement continuous improvement plans.
• Collaborate with the Marketing and Workshop Operations teams to design and execute customer marketing programs that enhance campaign effectiveness and maximize ROI.
• Ensure customer information, follow-up records, and appointment data in the CRM system are accurate, complete, and updated in a timely manner.
• Establish and maintain a high-performance management system through data-driven performance analysis, target management, and continuous feedback.
• Prepare regular reports on team performance and marketing analysis, providing actionable recommendations to support management decision-making and business improvements.