Lead & Customer Journey Expert Smart Spain (F/M/D)

Smart Spain; Madrid; Hybrid; EUR 42,000 - 62,000; Full time

Job summary

Smart Spain is seeking a Lead & Customer Journey Manager to qualify, assign and follow up on incoming leads from first contact through order or loss. You will serve as the central interface between prospective customers and the smart agent network, ensuring fast response, consistent follow-up and a seamless customer journey.

You will support Area Managers, Customer Care and Marketing by identifying routing opportunities from social media and maintaining accurate lead data in Salesforce/CRM.

Qualifications

• Experience in lead management and sales funnel processes.
• CRM experience, preferably Salesforce.
• Strong communication and organizational skills.

Responsibilities

• Lead Management & Customer Journey: act as central entry point for incoming sales leads and perform initial qualification.
• Assign qualified opportunities to salespersons or smart points of sale based on geography and priorities.
• Maintain ownership of each lead through the customer journey until order or loss is confirmed.
• Coordinate follow-ups, appointments, test drives and quotations with sales staff and agents.
• Monitor funnel KPIs in CRM and provide feedback to improve conversion and data quality.

Job description

In smart Spain's direct sales and agency environment, the Lead & Customer Journey Manager is responsible for the qualification, assignment and active follow-up of incoming customer leads from first contact until order placement or confirmed loss. The jobholder acts as the central interface between prospective customers and the smart agent network, ensuring fast response, consistent follow-up and a seamless customer journey. The role also provides sales back-office support to the Area Managers and supports Customer Care and Marketing in identifying and routing commercially relevant opportunities from social media.Your responsibilitiesLead Management & Customer JourneyAct as the central entry point for incoming sales leads generated through smart Spain digital, marketing and customer contact channelsContact new leads in a timely manner and perform an initial qualification, identifying customer needs, purchase intention, preferred model, timing, location and other relevant commercial informationAssign qualified opportunities to the appropriate salesperson or smart point of sale according to geography, customer needs and commercial prioritiesMaintain ownership and visibility of each lead throughout the customer journey, from first contact until order placement or confirmed loss of the opportunityWork closely with the assigned salesperson and point of sale to ensure timely follow-up, coordinate appointments, test drives and quotations, and support the customer through the decision processProactively identify unattended, delayed or inactive leads and escalator or redirect opportunities where necessary to protect conversionMaintain accurate and up-to-date lead status, ownership, activities and outcomes in Salesforce / CRM and ensure strong data qualityMonitor key funnel KPIs such as response time, contact rate, qualification, appointments, test drives, conversion, ageing and lost-lead reasons; identify recurring customer pain points and improvement opportunitiesProvide day-to-day operational support to the Sales Area Managers and the Head of Sales & ProductSupport preparation and follow-up of sales actions, agent communications, commercial activities and network-related topicsAssist Area Managers in monitoring agent performance, open customer cases and commercial follow-ups, preparing sales information and operational reports when requiredCoordinate administrative and operational topics between the central office, Area Managers and smart agents and support implementation of campaigns and sales initiativesHelp ensure consistent use of sales systems, processes and reporting standards across the networkSocial Media Lead Identification & Customer Care SupportSupport Customer Care and Marketing in monitoring commercially relevant customer interactions and comments received through smart Spain social media channelsIdentify users showing concrete interest in smart products, test drives, quotations or purchase opportunities and coordinate their transfer into the sales funnelEnsure relevant opportunities are routed to the appropriate sales process and followed through in CRMProvide feedback to Marketing and Customer Care on recurring customer questions, objections, product interest and emerging trendsWhat you bring alongEducationUniversity degree or professional qualification in Business Administration, Marketing, Sales, Communications or a comparable field; equivalent relevant experience may be consideredProfessional Experience2-5 years of experience in sales, customer journey management, lead management, inside sales, CRM, customer care or sales operationsExperience in automotive, retail, e-commerce or another customer-facing environment is preferredExperience with digital leads, CRM-based sales processes and distributed dealer/agent networks is an advantageKnowledge / Functional ExpertiseStrong understanding of lead management and sales funnel processes, from acquisition through qualification and conversionGood knowledge of CRM systems; Salesforce experience preferredKnowledge / Functional ExpertiseStrong customer-service and commercial orientation with the ability to identify customer needs and genuine purchase intentUnderstanding of digital customer journeys and online-to-offline sales processesAbility to work with funnel KPIs including response time, contact rate, qualification, appointment/test-drive rate, conversion, ageing and lost-lead reasonsGood command of Microsoft Office and reporting tools; fluent Spanish and goodworking knowledge of EnglishHighly customer-centric mindset with a strong focus on customer experience and conversionExcellent interpersonal and telephone communication skills, with a proactive and persistent follow-up mentalityStrong organizational skills and ability to manage a high volume of leads and priorities simultaneouslyAbility to coordinate effectively with customers, salespeople, agents, Area Managers, Marketing and Customer CareStructured, reliable and detail-oriented working style; comfortable working with KPIs and dataStrong sense of ownership: follows opportunities through rather than simply forwarding leads; positive, collaborativeand solution-oriented attitude

Lead & Customer Journey Expert Smart Spain (F/M/D) Alcobendas, Kingdom Of Spain, ES