وصف الوظيفة
Role Overview
CRM Executive at Galadari Brothers. The position manages customer leads through the CRM system, ensures timely follow-ups, maintains accurate customer records, and supports the sales team in maximizing lead conversion.
Role Purpose
Deliver exceptional customer experience, improve appointment and conversion rates, and strengthen customer engagement throughout the sales journey while managing all customer leads and interactions within the CRM system.
Key Responsibilities
Lead Management
- Manage and monitor all inbound and outbound leads through the CRM system.
- Ensure timely follow-up with prospective customers in accordance with defined lead response timelines.
- Coordinate with the Sales team to assign, track, and monitor leads until closure.
- Monitor lead ageing, response times, and conversion rates, ensuring compliance with CRM KPIs.
Customer Records & Data Management
- Maintain accurate and up-to-date customer information, interactions, and sales activities within the CRM system.
- Maintain strong customer relationships by delivering exceptional customer service.
- Support marketing campaigns by managing customer databases and campaign follow-ups.
- Ensure compliance with company policies, CRM processes, and data privacy requirements.
Sales Support & Conversion
- Convert qualified leads into showroom appointments and support the achievement of sales targets.
- Conduct follow-up calls, emails, and messages to nurture prospects and maintain customer engagement.
- Execute customer retention and re-engagement campaigns to improve customer loyalty.
Reporting & Analysis
- Generate and analyze CRM reports to identify trends, customer behavior, and opportunities for improvement.
- Prepare and analyze reports, dashboards, and performance metrics.
Customer Service
- Ensure customer inquiries and complaints are handled professionally and escalated when necessary.
Qualifications & Experience
- Bachelor's degree in Business Administration, Marketing, Customer Relationship Management, or a related field.
- Minimum 2–3 years of experience in CRM, customer service, telemarketing, call center, or automotive sales support.
- Experience in the automotive industry or dealership environment (preferred).
- Hands-on experience using CRM systems such as Salesforce, Oracle CRM, HubSpot, Zoho CRM, or similar platforms.
- Strong knowledge of lead management and customer lifecycle processes.
- Understanding of sales processes, lead tracking, and customer engagement strategies.
Skills & Competencies
- Proficiency in English and Arabic (mandatory).
- Good working knowledge of Microsoft Office Suite, particularly Excel and PowerPoint.
- Ability to multitask and manage high volumes of customer interactions.
- Problem-solving and conflict resolution skills.
- Team player with the ability to collaborate across departments.
- Results-driven with a strong focus on achieving KPIs and service excellence.
- Ability to work under pressure in a fast-paced environment.
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