CRM Supervisor

Al Naboodah Commercial Group; Dubai; On-site; AED 167,000 - 279,000; Full time

Job summary

Al Naboodah Commercial Group is seeking a CRM/Customer Care Lead in Dubai to supervise daily activities, ensure timely follow-ups, and enhance customer satisfaction across Sales, Service, and After-Sales. The role requires strong CRM experience, especially in automotive environments, and a proven ability to lead teams.

The ideal candidate will optimize CRM processes, manage KPIs, and collaborate with cross-functional teams to improve the end-to-end customer journey.

Qualifications

• 4–6 years of experience in CRM/Customer Service, preferably automotive.
• Minimum2 years of supervisory/team-leading experience.
• Good understanding of automotive sales, service, and after-sales processes.
• Experience working with CRM/DMS systems.
• Proficiency in MS Excel and reporting tools.

Responsibilities

• Supervise daily CRM/Customer Care team activities and ensure timely follow-ups.
• Manage inquiries, complaints, and escalations professionally with timely resolutions.
• Monitor leads, enquiries, test-drive requests, quotations, bookings, and lost opportunities in CRM.
• Ensure leads are assigned to Sales Executives and followed up promptly.
• Maintain accurate customer data in CRM/DMS systems.
• Track CRM KPIs: response time, conversion, satisfaction, closures, follow-ups.
• Prepare daily/weekly/monthly CRM reports for management.
• Coordinate with Sales, Service, Parts, Marketing, and Customer Care teams.
• Handle escalated complaints and coordinate resolutions with relevant departments.
• Support customer retention and loyalty initiatives.
• Ensure CRM processes align with company procedures and standards.
• Identify gaps in the customer journey and suggest improvements.

Skills

CRM management

Customer service excellence

Reporting & metrics

Team leadership

Tools

CRM/DMS systems

MS Excel

Job description

Key Responsibilities

• Supervise the daily activities of the CRM/Customer Care team and ensure timely customer follow-ups.
• Manage customer inquiries, complaints, feedback, and escalations professionally and ensure timely resolution.
• Monitor sales leads, enquiries, test-drive requests, quotations, bookings, and lost opportunities through the CRM system.
• Ensure all leads are properly assigned to Sales Executives and followed up within the required turnaround time.
• Maintain accurate and updated customer information in the CRM/DMS system.
• Monitor CRM KPIs, including lead response time, conversion rate, customer satisfaction, complaint closure, and follow-up performance.
• Prepare daily, weekly, and monthly CRM reports for management.
• Coordinate closely with Sales, Service, Parts, Marketing, and Customer Care teams.
• Handle escalated customer complaints and coordinate with relevant departments for resolution.
• Support customer retention and loyalty initiatives.
• Ensure the CRM team follows company procedures and automotive customer service standards.
• Train and guide CRM/Customer Care Executives on CRM processes and customer-handling standards.
• Identify gaps in the customer journey and recommend process improvements.

Desired Candidate Profile

Qualifications & Experience

• Minimum 4–6 years of experience in CRM/Customer Service, preferably within the automotive industry.
• Minimum2 years of supervisory/team-leading experience preferred.
• Good understanding of automotive Sales, Service, and After-Sales processes.
• Experience working with CRM/DMS systems.
• Proficiency in MS Excel and reporting tools.