Company Description Al Shal Automotive, founded in 1978 by Yousef Al Shal in Tanta, is a long-established player in the Egyptian automotive sector. The company now operates from both Tanta and Cairo, expanding its reach and customer base. Al Shal Automotive is an authorized 3S (Sales, Service, Spare Parts) business for Chevrolet and MG, providing comprehensive automotive solutions. The company also represents Eurorepar and Peugeot, offering a diverse portfolio of brands and services for customers seeking quality automotive care.
About the Role:
Al Shal Automotive is seeking an experienced, analytical, and customer-centric CRM Section Head to oversee and optimize our Customer Relationship Management department across both Sales and After-Sales operations. In this position, you will be responsible for leading a team of CRM specialists and agents, defining customer journey standards, managing lead distribution and retention programs, and ensuring high scores across Sales Satisfaction (SSI) and Customer Satisfaction (CSI) metrics. You will act as the operational bridge between front-line customer representatives, workshop heads, sales directors, and top management.
Key Responsibilities:
Team Leadership and Performance Management:
· Supervise, mentor, and evaluate the day-to-day operations of the CRM team, including CRM specialists, follow-up agents, and customer care representatives.
· Establish clear daily, weekly, and monthly Key Performance Indicators (KPIs) for team members regarding call volume, lead response times, complaint resolution, and data accuracy.
· Conduct regular training sessions to enhance communication scripts, objection-handling techniques, and CRM system utilization.
Customer Journey and Satisfaction (CSI & SSI):
· Develop and enforce standardized customer touchpoint protocols across showroom walk-ins, test drive follow-ups, vehicle deliveries, routine service maintenance, and post-service follow-ups.
· Monitor Customer Satisfaction Index (CSI) and Sales Satisfaction Index (SSI) performance metrics, identifying systemic bottlenecks and executing corrective action plans.
· Design proactive service reminder programs, service contract renewal initiatives, and seasonal promotion campaigns to maximize after-sales customer retention and long-term lifetime value.
Lead Operations and Data Integrity:
· Oversee the end-to-end lead lifecycle management process, ensuring prompt lead capture, qualification, and routing from digital channels, showrooms, and phone inquiries to sales teams.
· Audit CRM database records regularly to ensure data cleanups, duplicate removal, proper categorization of customer records, and accurate vehicle ownership transfer data.
· Monitor conversion rates from initial lead capture to booked test drive, deal closure, and service department cross-selling.
Escalation Handling and Complaint Resolution:
· Act as the senior escalation point for high-priority or complex customer disputes, technical service complaints, and warranty issues.
· Coordinate with Workshop Managers, Service Advisors, Quality Assurance, and Legal teams to ensure timely and fair resolution of customer grievances in accordance with company policy and Egyptian consumer protection laws.
· Analyze recurring customer complaints to generate root-cause reports and present recommendations to upper management for operational improvement.
Reporting, Systems, and Analytics:
· Utilize CRM tools and Enterprise Resource Planning (ERP) databases to extract, analyze, and interpret customer behavioral trends, churn rates, and campaign ROI.
· Prepare comprehensive daily, weekly, and monthly management reports detailing customer feedback trends, lead conversion metrics, response times, and team performance.
Requirements and Qualifications:
· Education: Bachelor's degree in Business Administration, Marketing, Industrial Engineering, or a related field.
· Experience: Minimum of 5 to 7 years of professional experience in Customer Relationship Management or Customer Care, with at least 2 years in a Section Head, Team Leader, or Supervisory role.
· Industry Background: Mandatory minimum of 3 years within the Automotive sector in Egypt (authorized dealerships, automotive distributors, or automotive groups).
· System Expertise: Deep hands-on experience using enterprise CRM software (such as Salesforce. Advanced proficiency in Microsoft Excel for data aggregation and reporting.
· Technical Knowledge: Clear understanding of automotive sales cycles, after-sales service operations, maintenance schedules, warranty procedures, and spare parts workflows.
· Skills: Exceptional leadership, analytical problem-solving, conflict management, and verbal and written communication skills.
· Language: Professional fluency in written and spoken Arabic and English.
