Job Summary:

The Customer Relationship Manager (CRM) is responsible for driving lead conversion through strategic management and nurturing of customer relationships. This role focuses on proactive outbound communications, promptly responding to online inquiries, and effectively converting leads into showroom visits, test rides, and sales. The CRM will collaborate closely with the marketing team to optimize online marketing efforts and support robust lead-generation activities.

Key Responsibilities:

• Lead Management:

  • Efficiently handle inbound leads from various online marketing channels, including the company website, social media, and other platforms.
  • Qualify and categorize leads based on interest level and purchase readiness.

• Outbound Communications:

  • Proactively engage with leads via phone, email, and other channels to initiate and maintain engagement.
  • Build and sustain rapport with potential customers, addressing inquiries and guiding them through the sales process.

• Lead Conversion:

  • Focus on converting leads into showroom visits, test drives, and sales.
  • Share detailed information about products and services to stimulate interest and desire in potential customers.

• Online Inquiry Handling:

  • Respond to online inquiries promptly and professionally.
  • Provide accurate product information, pricing, and other relevant details to prospective customers.

• Showroom Coordination:

  • Collaborate with the Sales team to ensure a seamless transition of leads from online to showroom.
  • Schedule appointments and assist customers during their showroom visits.

• Follow-Up:

  • Maintain a systematic follow-up process for leads who express interest but are not ready to purchase.
  • Keep accurate records of all interactions and follow-up activities in the CRM system.

• Lead Tracking and Reporting:

  • Utilize CRM software to track the progress of each lead.
  • Provide regular reports and updates on lead conversion rates and outcomes.

Department: Marketing

Reports to: Chief Marketing Officer (CMO)

Key Performance Indicators (KPIs):

• Showroom Visit Conversion Rate:
  • Measure the percentage of leads that result in a visit to the showroom.
• Test Ride Conversion Rate:
  • Measure the percentage of showroom visitors who proceed to test drive a vehicle.
• Sales Conversion Rate:
  • Measure the percentage of leads that result in a successful vehicle sale.
• Response Time Efficiency:
  • Monitor the average time taken to respond to online inquiries, ensuring prompt and efficient responses.
• Lead Database Accuracy:
  • Maintain an updated and organized customer database with accurate and complete information.
• Customer Satisfaction Metrics:
  • Collect customer feedback and measure satisfaction levels through surveys or direct communication.

Education Qualification: +2 completed, bachelor's degree in a related field or high school diploma