Overview
CRM Supervisor Jobs in Jakarta, Indonesia at PT. Erajaya Swasembada, Tbk.
Title: CRM Supervisor
Company: PT. Erajaya Swasembada, Tbk.
Location: Jakarta, Indonesia
Job Description:
CRM Operations & Lead Management
- Oversee and manage the end-to-end lead management process to ensure timely follow-up and lead conversion.
- Monitor lead quality, lead distribution, and lead handling performance across dealer networks.
- Ensure CRM data accuracy, completeness, and compliance with company standards.
Sales Funnel & Dealer Performance Monitoring
- Track and analyze customer journey performance from Lead, Test Drive, SPK, & Delivery.
- Monitor dealer CRM performance and identify opportunities to improve conversion rates.
- Develop and implement CRM initiatives to support sales targets and customer acquisition goals.
Customer Experience & Retention
- Manage customer satisfaction programs, including NPS (Net Promoter Score) monitoring and analysis.
- Identify customer pain points and recommend improvement initiatives to enhance customer experience.
- Support customer retention and loyalty programs through data-driven insights.
CRM System Development & Automation
- Work closely with the Principal and internal stakeholders to develop and enhance CRM systems and processes.
- Lead CRM automation initiatives to improve operational efficiency and customer engagement.
- Coordinate CRM system enhancements, testing, implementation, and user adoption.
Reporting & Business Insights
- Prepare regular CRM performance reports, dashboards, and presentations for management.
- Analyze customer, sales, and dealer performance data to provide actionable business insights.
- Present recommendations to support strategic decision-making and business growth.
Dealer Support & Training
- Conduct CRM training and coaching sessions for dealer sales and CRM teams.
- Monitor CRM KPI achievement and provide guidance to improve dealer performance.
- Ensure dealers comply with CRM processes, SOPs, and follow-up standards.
Stakeholder Management
- Collaborate with Sales, Marketing, Aftersales, Dealer Network, and Principal teams to align CRM initiatives with business objectives
Requirement:
- Minimum 3 years of experience in CRM, Customer Experience, Sales Operations, or related fields.
- Strong understanding of automotive lead management, sales funnel management, and customer lifecycle processes.
- Experience working with CRM systems and automation tools.
- Proven ability to analyze data and provide business insights through reporting and dashboards.
- Strong knowledge of customer satisfaction measurement, including NPS and customer feedback analysis.
- Experience managing dealer networks or multi-branch operations is an advantage.
- Excellent communication, stakeholder management, and problem-solving skills.
- Proficient in Microsoft Excel, PowerPoint, and CRM reporting tools.
- Ability to work independently and manage multiple projects in a fast-paced environment.
