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CRM Supervisor - Supervisor

Erajaya Group

Skill diminta

CRMDeliveryStakeholder Management

Deskripsi

  • CRM Operations & Lead Management
  • Oversee and manage the end-to-end lead management process to ensure timely follow-up and lead conversion.
  • Monitor lead quality, lead distribution, and lead handling performance across dealer networks.
  • Ensure CRM data accuracy, completeness, and compliance with company standards.
  • Sales Funnel & Dealer Performance Monitoring
  • Track and analyze customer journey performance from Lead ? Test Drive ? SPK ? Delivery.
  • Monitor dealer CRM performance and identify opportunities to improve conversion rates.
  • Develop and implement CRM initiatives to support sales targets and customer acquisition goals.
  • Customer Experience & Retention
  • Manage customer satisfaction programs, including NPS (Net Promoter Score) monitoring and analysis.
  • Identify customer pain points and recommend improvement initiatives to enhance customer experience.
  • Support customer retention and loyalty programs through data-driven insights.
  • CRM System Development & Automation
  • Work closely with the Principal and internal stakeholders to develop and enhance CRM systems and processes.
  • Lead CRM automation initiatives to improve operational efficiency and customer engagement.
  • Coordinate CRM system enhancements, testing, implementation, and user adoption.
  • Reporting & Business Insights
  • Prepare regular CRM performance reports, dashboards, and presentations for management.
  • Analyze customer, sales, and dealer performance data to provide actionable business insights.
  • Present recommendations to support strategic decision-making and business growth.
  • Dealer Support & Training
  • Conduct CRM training and coaching sessions for dealer sales and CRM teams.
  • Monitor CRM KPI achievement and provide guidance to improve dealer performance.
  • Ensure dealers comply with CRM processes, SOPs, and follow-up standards.
  • Stakeholder Management
  • Collaborate with Sales, Marketing, Aftersales, Dealer Network, and Principal teams to align CRM initiatives with business objectives

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