CRM Supervisor

About the role

The CRM Supervisor will lead a team of CRM Executives responsible for contacting, following up, and converting interested customer leads into showroom visits and test drives. The role focuses on prompt engagement, effective communication, and consistent follow‑up to maximise conversion rates.

Key responsibilities

• Lead, manage and coach a team of CRM Executives.
• Ensure all leads are contacted and followed up within the defined SLA.
• Monitor daily calling activity, contact rates, appointments and showroom attendance against KPIs.
• Drive conversion of interest into confirmed appointments, showroom visits and test drives.
• Coordinate appointments with showrooms and sales teams.
• Record every interaction, follow‑up and outcome accurately in the CRM system.
• Identify lead leakage or process gaps and implement corrective actions.
• Prepare regular performance reports covering activity, appointments, visits and conversion rates.

Required profile

• 4–6 years of experience in CRM, call centre, telesales, lead management or a similar environment.
• Previous experience supervising or leading a customer‑calling or lead‑conversion team.
• Strong leadership, coaching and performance‑management abilities.
• Excellent telephone communication, customer engagement and persuasion skills.

Required skills

• CRM Systems
• Reporting