# CRM Supervisor - Mercedes Benz

> Abou Ghaly Motors · Cairo, Egypt · — · Posted 2026-08-12

**Workplace:** on_site

**Department:** Mercedes Benz

## Description

**Job Purpose**

The CRM Supervisor is responsible for managing the **Customer Relationship Management system and team**, ensuring excellent customer experience across **sales, service, and aftersales operations** while maintaining the premium standards of Mercedes-Benz. The role focuses on improving **customer satisfaction, retention, and loyalty**.

### Responsibilities:

### Customer Experience Management

-   Ensure all customer interactions meet **Mercedes-Benz premium service standards**.
-   Monitor **customer satisfaction and feedback** from surveys and follow-ups.
-   Handle **customer complaints and escalations** professionally and efficiently.
-   Improve overall **customer journey from lead to aftersales service**.

### CRM System Management

-   Manage and maintain the dealership’s CRM system (e.g., Salesforce CRM or Microsoft Dynamics 365).
-   Ensure accurate **customer data entry and database management**.
-   Track **leads, sales opportunities, and customer interactions**.

### Lead & Customer Follow-Up

-   Monitor incoming leads from **showroom visits, website inquiries, and marketing campaigns**.
-   Ensure sales advisors follow up with leads within the required time.
-   Track lead conversion and improve sales funnel performance.

### Customer Retention & Loyalty

-   Manage **customer retention programs**.
-   Track **service reminders, warranty follow-ups, and maintenance campaigns**.
-   Ensure customers return for **after-sales service and vehicle upgrades**.

### Reporting & Analytics

-   Prepare regular CRM reports including:
-   Lead conversion rates
-   Customer satisfaction (CSI)
-   Complaint resolution time
-   Service retention
-   Analyze customer data to identify **sales opportunities and customer trends**.

### Team Supervision

-   Supervise CRM coordinators or call center agents.
-   Train team members on CRM processes and customer communication.
-   Monitor call quality and follow-up performance.

### Coordination with Departments

Work closely with:

-   **Sales Department**
-   **Service & Aftersales**
-   **Marketing Team**

## Requirements

-   Bachelor’s degree in **Business Administration, Marketing, or related field**

-   **3–5+ years experience in CRM or customer service in automotive**
-   Experience with **premium brands is preferred**
-   Strong knowledge of dealership operations (sales & aftersales)

## Apply

[Apply at Abou Ghaly Motors](https://apply.workable.com/aboughaly-motors-careers/j/1CAEE8ED67/apply)

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