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Customer Relationship & Contact Center Manager Full Time NEW

Company Description

Geely is a globally recognized automotive brand known for its bold designs, advanced technology, and exceptional performance. Operating in over 75 countries, Geely has established itself as one of the fastest-growing automotive brands worldwide. Through Tareeq Al Majal, the official distributor of Geely vehicles in Iraq, the brand is heralding a new era of driving in the region. With a complete lineup of cutting-edge vehicles, Geely aims to revolutionize automotive experiences in Iraq.

Position Purpose

The CRM & Contact Center Manager drives customer acquisition, retention, and service excellence. This role integrates sales funnel management, marketing lead optimization, and comprehensive after-sales support into a single, high-performing omnichannel contact hub.

Key Responsibilities

1. Lead & Sales Funnel Management

  • Lead Evaluation: Qualify inbound marketing leads from digital, social, and showroom

    • channels.Funne

  • l Optimization: Track prospect conversion rates from initial contact to showroom test drive.Distr
  • ibution Control: Assign verified leads to sales consultants based on performance metrics.Re-en
  • gagement Campaigns: Design outreach strategies for cold or lost prospects within the CRM database.

    • 2. Aftersales & Contact Center Operations

    • Service Bookings: Oversee the scheduling of routine maintenance, repairs, and recall appo

      • intments.Roads

    • ide Assistance (RSA): Manage the dispatch, tracking, and logistics of dealership RSA recovery vehicles.Omnic
    • hannel Messaging: Direct all customer interactions across WhatsApp, live chat, and social media.Capac
    • ity Management: Align service booking volumes with workshop workshop capacity.

      • 3. Quality Assurance & Internal Auditing

      • Sales Audits: Review recorded sales calls and showroom logging for process co

        • mpliance.Servi

      • ce Advisor Audits: Evaluate aftersales advisors on upsell transparency and vehicle delivery explanations.Myste
      • ry Shopping: Conduct regular internal mystery shopping to test staff responsiveness.Compl
      • iance Tracking: Ensure data handling matches local consumer privacy laws.

        • 4. Strategy & Value-Add Additions (Proactive Enhancements)

        • CSI & NPS Management: Own the Customer Satisfaction Index and Net Promoter Score

          • targets.Reten

        • tion Marketing: Launch automated reminders for service intervals, warranties, and insurance renewals.SLA E
        • nforcement: Maintain strict First Response Time (FRT) limits on digital messaging channels.Tech
        • Stack Integration: Oversee the synchronization between telephony systems, IM platforms, and the Dealer Management System (DMS).

          • Key Performance Indicators (KPIs)

          • Lead Response Time: Average speed to answer for new digital leads (Target: <15

            • minutes).Lead-

          • to-Showroom Conversion: Percentage of digital leads converted to physical appointments.Servi
          • ce Booking Utilization: Optimization percentage of available workshop hours.First
          • Contact Resolution (FCR): Percentage of customer queries resolved during the initial interaction.Audit
          • Score Average: Monthly quality compliance rating for sales and service staff.

            • Experience & Education

            • Experience: Minimum 5 years in automotive CRM, BDC (Business Development Center), or Call Center ma

              • nagement.Educa

            • tion: Bachelor’s degree in Business Administration, Marketing, or a related field.

              • Technical Skills

              • Systems: High proficiency with automotive DMS (e.g. CDK Global, or Salesforce Automotiv

              e Cloud).

              Soft Skills

              • Leadership: Proven ability to coach both call agents and customer-facing dealersh

                • ip staff.Analy

              • sis: Strong data interpretation skills to translate CRM metrics into actionable business strategies.

Job Overview

  • ID: 24796
  • Date Posted:
  • Job Title: Customer Relationship & Contact Center Manager
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