Officer: Client Liaison - Bedfordview

We are looking for a proactive, analytical and customer-focused individual who understands the importance of effective lead management and is passionate about turning opportunities into results. The successful candidate will be comfortable working with systems and data, engaging with dealerships and management, identifying areas for improvement and driving accountability throughout the lead management process.Job Purpose The Officer: Client Liaison is responsible for effectively managing and optimising the lead management process across one or more allocated divisions. The role will work closely with dealerships, divisional management and relevant suppliers to ensure leads are accurately captured, actively managed, followed up and converted into sales opportunities.

Key Responsibilities* Identify customers, through various projects, who are still in the market to buy vehicles and advance the sales process to the point where they can be handed back to the dealerships to finalise the sales;

• Lead nurturing;
• Take ownership of the lead management process across allocated divisions and build strong working relationships with dealerships and divisional management.
• Manage and maintain lead management systems, including CMS and Logimeter, ensuring accurate and effective utilisation.
• Manage lead processes and supporting platforms, including Call Connect and Call Manager.
• Monitor lead wastage daily by:
  • Generating and analysing lead reports;
  • Identifying wasted or unattended leads;
  • Engaging with dealerships to recover and revive wasted leads; and
  • Monitoring the progress of win-back and hot-lead opportunities.
• Conduct regular audits and data clean-ups to ensure the accuracy and integrity of lead systems and processes, including:
  • Logimeter tracking numbers;
  • Call Manager setup and functionality;
  • CMS data, including referral sources, dealerships and floors; and
  • Call Connect setup and functionality.
• Monitor lead management practices across divisions and dealerships and identify opportunities for improvement.
• Liaise with dealership and divisional management to address gaps in lead management and drive improved lead conversion.
• Support dealerships and divisions in ensuring the correct and optimal use of lead management systems and processes.
• Compile and distribute weekly and monthly lead management reports, including:
  • Lead management performance by dealership;
  • Lead wastage;
  • Win-back activity; and
  • Hot-lead management.
• Investigate and resolve lead system and process-related issues, working closely with dealerships, divisions and suppliers where required.
• Identify opportunities to improve lead management processes, system utilisation and overall lead conversion.

Minimum Requirements

• Grade 12 / Matric
• Previous experience working with lead management systems and processes at dealership or divisional level, including:
  • CMS;
  • Logimeter;
  • Call Connect; and
  • Call Manager.
• Proficiency in Microsoft Office, particularly Excel.
• Strong administrative and organisational skills.
• A methodical, analytical and detail-oriented approach.
• Ability to communicate effectively and build relationships with dealerships, divisional head offices and external suppliers.

Experience

• Minimum 6 months' sales experience within an automotive dealership or leads/call centre environment.
• Experience with OEM dealership systems and processes will be advantageous.
• Experience in lead management, lead follow-up or sales administration will be advantageous.

Key Skills & Competencies

• Sales and closing ability.
• Customer service excellence.
• Strong verbal and written communication skills.
• Analytical and reporting skills.
• High attention to detail and accuracy.
• Strong administration and document management skills.
• Time management and ability to meet deadlines.
• Problem-solving and troubleshooting ability.
• Ability to work independently and take ownership.
• Strong interpersonal and relationship-building skills.
• Ability to work effectively with multiple stakeholders.