Lead & Customer Journey Expert smart Spain (f/m/d)

smart Europe GmbH; Madrid; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

smart Europe GmbH, through smart Spain, seeks a Lead & Customer Journey Manager to qualify, assign and follow up on incoming leads from first contact to order or loss. You will bridge prospective customers with the smart agent network, ensuring fast responses, consistent follow-ups and a seamless journey.

You will also support Sales Area Managers and Marketing in routing opportunities from social channels, with a focus on optimizing the customer journey and conversion.

Formación

• University degree or equivalent in business, marketing, sales or communications.
• Experience with digital leads, CRM-based sales processes and distributed dealer networks is advantageous.

Responsabilidades

• Act as central entry point for incoming sales leads across digital channels.
• Qualify leads by identifying customer needs, purchase intent and timing.
• Assign opportunities to the appropriate salesperson or POS by geography and priorities.
• Maintain lead ownership through the journey from first contact to order or loss.
• Coordinate follow-up, appointments, test drives and quotations with sales.
• Monitor and improve funnel KPIs and data quality in CRM.
• Provide operational support to Area Managers and Head of Sales & Product.

Conocimientos

Lead management

Sales funnel

CRM

Customer care

Data-driven reporting

Educación

University degree in Business Administration, Marketing, Sales, Communications

Herramientas

Salesforce

Descripción del empleo

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 responsibilities

Lead Management & Customer Journey

• Act as the central entry point for incoming sales leads generated through smart Spain digital, marketing and customer contact channels
• Contact new leads in a timely manner and perform an initial qualification, identifying customer needs, purchase intention, preferred model, timing, location and other relevant commercial information
• Assign qualified opportunities to the appropriate salesperson or smart point of sale according to geography, customer needs and commercial priorities
• Maintain ownership and visibility of each lead throughout the customer journey, from first contact until order placement or confirmed loss of the opportunity
• Work 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 process
• Proactively identify unattended, delayed or inactive leads and escalator or redirect opportunities where necessary to protect conversion
• Maintain accurate and up-to-date lead status, ownership, activities and outcomes in Salesforce / CRM and ensure strong data quality
• Monitor 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 opportunities
• Provide day-to-day operational support to the Sales Area Managers and the Head of Sales & Product
• Support preparation and follow-up of sales actions, agent communications, commercial activities and network-related topics
• Assist Area Managers in monitoring agent performance, open customer cases and commercial follow-ups, preparing sales information and operational reports when required
• Coordinate administrative and operational topics between the central office, Area Managers and smart agents and support implementation of campaigns and sales initiatives
• Help ensure consistent use of sales systems, processes and reporting standards across the network

Social Media Lead Identification & Customer Care Support

• Support Customer Care and Marketing in monitoring commercially relevant customer interactions and comments received through smart Spain social media channels
• Identify users showing concrete interest in smart products, test drives, quotations or purchase opportunities and coordinate their transfer into the sales funnel
• Ensure relevant opportunities are routed to the appropriate sales process and followed through in CRM
• Provide feedback to Marketing and Customer Care on recurring customer questions, objections, product interest and emerging trends

What you bring along

Education

• University degree or professional qualification in Business Administration, Marketing, Sales, Communications or a comparable field; equivalent relevant experience may be considered

Professional Experience

• 2-5 years of experience in sales, customer journey management, lead management, inside sales, CRM, customer care or sales operations
• Experience in automotive, retail, e-commerce or another customer-facing environment is preferred
• Experience with digital leads, CRM-based sales processes and distributed dealer/agent networks is an advantage

Knowledge / Functional Expertise

• Strong understanding of lead management and sales funnel processes, from acquisition through qualification and conversion
• Good knowledge of CRM systems; Salesforce experience preferred

  Knowledge / Functional Expertise

  • Strong customer-service and commercial orientation with the ability to identify customer needs and genuine purchase intent
  • Understanding of digital customer journeys and online-to-offline sales processes
  • Ability to work with funnel KPIs including response time, contact rate, qualification, appointment/test-drive rate, conversion, ageing and lost-lead reasons
  • Good command of Microsoft Office and reporting tools; fluent Spanish and good working knowledge of English
  • Highly customer-centric mindset with a strong focus on customer experience and conversion
  • Excellent interpersonal and telephone communication skills, with a proactive and persistent follow-up mentality
  • Strong organizational skills and ability to manage a high volume of leads and priorities simultaneously
  • Ability to coordinate effectively with customers, salespeople, agents, Area Managers, Marketing and Customer Care
  • Structured, reliable and detail-oriented working style; comfortable working with KPIs and data
  • Strong sense of ownership: follows opportunities through rather than simply forwarding leads; positive, collaborative and solution-oriented attitude