Role Summary
The Lead Management Consultant is responsible for managing and actioning
incoming leads across all assigned brands, in addition to handling various
calling lists for both sales and aftersales operations. The role also supports
the aftersales department by promoting service contracts, selling extended
warranty, and managing technical campaign outreach such as recalls and
proactive service campaigns. The Consultant plays a key part in maximizing
conversion, ensuring accurate data flow, and maintaining seamless coordination
between customer engagement, sales, and aftersales departments.
Key Responsibilities
- Receive, validate, and log all leads from digital platforms, CRM systems, and
marketing channels.
- Assign leads to sales consultants based on brand, capacity, and location.
- Manage and execute calling lists for sales and aftersales campaigns,
including follow-ups, customer reminders, and special projects.
- Support the aftersales team by contacting customers to promote service
contracts, sell extended warranty packages, and explain available aftersales
offers.
- Conduct outreach for technical campaigns such as recalls, service
initiatives, and proactive customer notifications, ensuring customers are
informed and booked accordingly.
- Ensure all leads and campaign activities are actioned within the defined
SLAs.
- Track, update, and maintain lead and campaign statuses with high accuracy.
- Coordinate with sales and aftersales teams to monitor customer visits,
workshop appointments, and completion of required actions.
- Prepare daily and weekly performance reports covering leads, calling
campaigns, conversions, and aftersales activities.
- Highlight gaps in process, lead quality, or campaign execution to the
relevant departments.
- Support CRM-related tasks, system updates, and data cleanup activities.
- Handle customer inquiries professionally when required.
- Suggest improvements to enhance sales and aftersales conversion rates,
operational efficiency, and customer engagement quality.
Requirements
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Previous experience in customer service, sales coordination (From 1 to 3
years), or lead management is preferred.
- Strong communication and persuasion skills, especially when explaining
service products and aftersales offerings.
- Familiarity with CRM systems.
- Ability to work efficiently in a fast-paced, multi-brand environment.
- Strong analytical skills and reporting capabilities.
- High attention to detail and accuracy.
Competencies
- Customer-focus mindset
- Effective time management
- Problem-solving capability
- Data accuracy and discipline
- Collaboration with cross-functional teams
