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)