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 explicit 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 helpful.
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.