CRM Supervisor

Key Responsibilities

• Supervise the daily activities of the CRM/Customer Care team and ensure timely customer follow-ups.
• Manage customer inquiries, complaints, feedback, and escalations professionally and ensure timely resolution.
• Monitor sales leads, enquiries, test-drive requests, quotations, bookings, and lost opportunities through the CRM system.
• Ensure all leads are properly assigned to Sales Executives and followed up within the required turnaround time.
• Maintain accurate and updated customer information in the CRM/DMS system.
• Monitor CRM KPIs, including lead response time, conversion rate, customer satisfaction, complaint closure, and follow-up performance.
• Prepare daily, weekly, and monthly CRM reports for management.
• Coordinate closely with Sales, Service, Parts, Marketing, and Customer Care teams.
• Handle escalated customer complaints and coordinate with relevant departments for resolution.
• Support customer retention and loyalty initiatives.
• Ensure the CRM team follows company procedures and automotive customer service standards.
• Train and guide CRM/Customer Care Executives on CRM processes and customer-handling standards.
• Identify gaps in the customer journey and recommend process improvements.

Desired Candidate Profile

Qualifications & Experience

• Minimum 4–6 years of experience in CRM/Customer Service, preferably within the automotive industry.
• Minimum2 years of supervisory/team-leading experience preferred.
• Good understanding of automotive Sales, Service, and After-Sales processes.
• Experience working with CRM/DMS systems.
• Proficiency in MS Excel and reporting tools.