Build a reliable customer journey from first enquiry to sales handover and ongoing engagement. You will ensure that marketing activity produces organised, measurable customer conversations.
Your responsibilities
- Own enquiry capture, deduplication, assignment and source tracking.
- Establish clear qualification, follow-up and escalation processes.
- Supervise concierges and coach communication quality.
- Track appointment scheduling, attendance, lead ageing and next actions.
- Coordinate with sales on bookings, cancellations and retail outcomes.
- Develop consent-based reminder and re-engagement journeys.
- Maintain dashboards that reconcile marketing sources with sales results.
- Audit CRM records, contact permissions and access controls.
- Identify missed opportunities and recurring customer-journey problems.
What you should bring
- Experience managing CRM operations, lead management or customer lifecycle programmes.
- Solid Excel or Google Sheets skills and experience with CRM systems.
- Ability to define funnel stages and produce accurate reports.
- Experience coaching customer-facing teams.
- Strong Malayalam and English communication.
- Automotive, premium retail or other considered-purchase experience is useful.
How success will be measured Response and follow-up adherence, data completeness, appointment attendance, lead-ageing control and reporting accuracy.
Apply through Indeed with your CV and an anonymised example of a CRM workflow or dashboard you have managed. Do not submit customer personal data.