CRM Supervisor - Mercedes Benz

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)