# CRM Supervisor - Mercedes Benz

**Company:** [Abou Ghaly Motors](http://jobs.workable.com/companies/1wSaURLLHGUMcutn8BNZ2A.md)
**Location:** Cairo, Egypt
**Workplace:** on site
**Department:** Automotive

[Apply for this job](http://jobs.workable.com/view/4a6acd9a-f8df-47f8-9edd-c7612a93b791)

## 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)