Crm Team Leader Milano

Crm Team Leader
Milano
Lombardia, Milano

_Are you our new CRM Team Leader? _**:

**Purpose of the Position**:

The CRM Sales project aims to support Customer Italia in managing retail leads generated by Marketing, with the aim of:

- Creating engagement on the product;

- Increasing traffic within the Customer Network;

- Generating sales opportunities;

- Improving the customer experience.

The CRM Team Leader is responsible for supporting, supervising and coordinating the operational activities of the Team, according to the project standards and in compliance with the service contract.

**Duties and Responsibilities**:

Main duty is to succeed at the following tasks:

- Communicate to the Team the guidelines relating to the operating procedures and support the Team in their execution;

- Ensure that the activity is carried out according to the project procedures and in compliance with the company Policies;

- Communicate to the Team any updates/changes regarding the procedures, the product and any other aspect that is crucial for carrying out the tasks (through written communications and Team meetings);

- Plan and hold monthly meetings with the Team by drawing up the minutes of the meetings; schedule extraordinary meetings with the Team as needed (e. g. : updates relating to the procedures, product news);

- Assign each Advisor their daily and monthly objectives (quantitative and qualitative); provide daily and monthly feedback to the Team regarding the assigned objectives;

- Assign each Advisor their daily workload in compliance with the assigned objectives;

- Provide assistance to the Team during the performance of daily activities;

- Monitor the daily and monthly performance of individual Advisors and the Team according to project standards and assigned objectives;

- Monitor the lead backlog and, if necessary, prepare ad hoc action plans;

- Prepare and send reporting documents relating to project progress to the Local Delivery Leader.

Main Responsibility is to:

- Guarantee delivery of best Customer support as detailed and published in the project guidelines;

- Guarantee usage of MSXI business knowledge methodology and guidelines to deliver a high-quality business service;

- Put in place all corrective and preventive actions to ensure project objectives achievement;

- Document, communicate clearly, precisely and promptly and Share with all teams all the best practices to improve Customer handling.

**Authorities**:

Full delegation in all activities related to:

- Deliver actions to achieve personal and team's objectives and deadlines;

- Monitor & control individual results and actions effectiveness.

**Knowledgeand Skills required**:

- Basic knowledge in Automotive Industry both Sales and Aftersales Processes;

- Advanced knowledge of legal and procedural items related to the consumer protection legislation;

- Good knowledge of Automotive warranty system and rules;

- Good interpersonal skills with strong negotiation and persuasion attitude;

- Perfect Communication skills, through a wide range of different channel, which covers verbal and non-verbal Communication, listening skills and how we interpret both the verbal and non-verbal messages sent by others;

- Conflict resolution and mediation - working with others to resolve conflict and disagreements in a positive way (Team working);

- Logical thinking to breaking complex problems into their component parts and ability to solve both complex and uncomplicated problems by making decisions based on available information (problem-solving);

- Adaptability to time pressure and changing priorities;

- Resilience, pragmatism, discipline and punctuality in work activities;

- Flexible and proactive; able to handle multiple tasks, think and plan, building up contingency actions;

- Ability to interact at MSX Executive level, communicator, good in listening and understanding others, if necessary, in multi-disciplinary and multi-cultural teams. Empathy is a plus.

**Qualifications**:

Bachelor's Degree or equivalent work experience.

**Experience**:

Previous experience in Lead Management.

**Languages**:

Local Market native speaker and good English (written and spoken) is mandatory. Additional language as French, Spanish, German will be a plus.

**What's in it for you?

When you join our team, you become part of the MSX International family. It's more than a job - it's the opportunity to build a career, make a difference, and be part of an exciting industry.

At MSX, our employees are the force behind our success. We are dedicated to empowering and encouraging our people and offer flexible working methods to suit all. We are a Disability Confident Committed organization who takes pride in our diverse workforce.

**Not convinced yet?

With over 5, 000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

- Consumer Engagement

- Parts, Accessories & Service Performance

- Actionable Insights

- Diagnostics & Repair Enhancement

- Warranty and Repair