Customer Relation Management (CRM) Supervisor

About the role

This full-time Customer Relation Management (CRM) Supervisor role is an exciting opportunity to join the Marketing & Communications team at PT.X-motors Internasional Group', based in the vibrant Kelapa Gading area of Jakarta. As the CRM Supervisor, you will play a crucial part in driving the company's customer engagement and loyalty strategies, ensuring an exceptional experience for our valued customers.

What you'll be doing

1. Oversee the day-to-day operations of the CRM team, ensuring effective and efficient customer service delivery

2. Develop and implement CRM strategies and initiatives to enhance customer satisfaction, retention, and advocacy

3. Analyse customer data and feedback to identify trends, insights, and opportunities for improvement

4. Collaborate with cross-functional teams to create targeted marketing campaigns and customer communications

5. Provide coaching, training, and mentorship to the CRM team to continuously improve their skills and performance

6. Acting as Lead Telemarketing by directly executing outbound & inbound calls/chats to high-priority leads.

7. Supervising the Telemarketing team to ensure daily call/chat volume targets are met.

8. Monitoring the Customer Service team solely for SLA compliance (< 3 mins).

9. Handling Telemarketing escalated customer objections and ensuring service appointment recovery.

10. Conducting daily briefings and coaching for all CROs.

What we're looking for

1. Minimum 2 years of experience in a customer service or CRM supervisory role, preferably within the Direct Marketing & CRM industry focus, Handling Telemarketing

2. Strong understanding of CRM principles, customer data management, and customer experience strategies

3. Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members

4. Analytical mindset with the ability to interpret data, identify insights, and make data-driven decisions

5. Proven track record of leading and motivating a team, with the ability to provide effective coaching and mentorship

6. Proficient in using CRM software and other customer data management tools

7. Bachelor's degree in Marketing, Business, or a related field

8. Fluency in spoken and written English is mandatory for daily communication purposes.

What we offer

At PT.X-motors Internasional Group', we are committed to providing a supportive and rewarding work environment. In addition to a competitive salary, you will have access to a range of benefits, including:

1. Comprehensive health and wellness program

2. Generous annual leave entitlement

3. Opportunities for professional development and career advancement

4. Collaborative and inclusive company culture

5. Employee discounts on our products and services

About us

PT.X-motors Internasional Group' is a leading automotive manufacturer and distributor in Indonesia, with a strong presence across the country. Our mission is to provide our customers with high-quality, innovative vehicles and exceptional customer service. We pride ourselves on our commitment to sustainability, innovation, and employee wellbeing, making us an employer of choice in the industry.

If you're excited about this opportunity and believe you have the skills and experience to excel as our CRM Supervisor, we encourage you to apply now.