CRM Supervisor - Mercedes Benz

Location: Cairo, Cairo Governorate, Egypt

Department: Automotive, Mercedes Benz

Workplace: on_site

Description

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

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)