CRM Executive

Job Summary

The CRM Executive is responsible for managing customer leads through the CRM system, ensuring timely follow-ups, maintaining accurate customer records, and supporting the sales team in maximizing lead conversion. The role focuses on delivering an exceptional customer experience, improving appointment and conversion rates, and strengthening customer engagement throughout the sales journey

Key Responsibilities

• Manage and monitor all inbound and outbound leads through the CRM system.
• Ensure timely follow-up with prospective customers in accordance with the defined lead response timelines.
• Maintain accurate and up-to-date customer information, interactions, and sales activities within the CRM system.
• Coordinate with the Sales team to assign, track, and monitor leads until closure.
• 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.
• Monitor lead ageing, response times, and conversion rates, ensuring compliance with CRM KPIs.
• Generate and analyze CRM reports to identify trends, customer behavior, and opportunities for improvement.
• Ensure customer inquiries and complaints are handled professionally and escalated when necessary.
• Build and maintain strong customer relationships by delivering exceptional customer service.
• Execute customer retention and re-engagement campaigns to improve customer loyalty.
• Support marketing campaigns by managing customer databases and campaign follow-ups.
• Ensure compliance with company policies, CRM processes, and data privacy requirements. 

Skills & Qualifications:

• Proficiency in English and Arabic is mandatory.
• 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 is preferred.
• Hands-on experience using CRM systems (Salesforce, Oracle CRM, HubSpot, Zoho CRM, or similar platforms).
• Strong knowledge of lead management and customer lifecycle processes.
• Good working knowledge of Microsoft Office Suite, particularly Excel and PowerPoint.
• Ability to prepare and analyze reports, dashboards, and performance metrics.
• Understanding of sales processes, lead tracking, and customer engagement strategies.
• 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.