✨ AI Summary
The CRM Supervisor for Mercedes-Benz is responsible for managing the Customer Relationship Management system and team to ensure excellent customer experience across sales, service, and aftersales. This role focuses on improving customer satisfaction, retention, and loyalty by overseeing CRM operations, customer interactions, and team supervision. Key responsibilities include managing the CRM system, handling escalations, monitoring leads, implementing retention programs, preparing reports, and coordinating with sales, service, and marketing departments.
Candidates must possess a Bachelor's degree in Business Administration, Marketing, or a related field, along with 3-5+ years of experience in CRM or customer service, ideally within the automotive sector and with premium brands. A strong understanding of dealership operations is also required.
Requirements
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)
Description
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.ResponsibilitiesCustomer 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 DepartmentsWork closely with: Sales Department Service & Aftersales Marketing Team