In smart Spain's direct sales and agency environment, the Lead & Customer Journey Manager is responsible for the qualification, assignment and active follow-up of incoming customer leads from first contact until order placement or confirmed loss. The jobholder acts as the central interface between prospective customers and the smart agent network, ensuring fast response, consistent follow-up and a seamless customer journey. The role also provides sales back-office support to the Area Managers and supports Customer Care and Marketing in identifying and routing commercially relevant opportunities from social media.
Your responsibilities
Lead Management & Customer Journey
Act as the central entry point for incoming sales leads generated through smart Spain digital, marketing and customer contact channels
Contact new leads in a timely manner and perform an initial qualification, identifying customer needs, purchase intention, preferred model, timing, location and other relevant commercial information
Assign qualified opportunities to the appropriate salesperson or smart point of sale according to geography, customer needs and commercial priorities
Maintain ownership and visibility of each lead throughout the customer journey, from first contact until order placement or confirmed loss of the opportunity
Work closely with the assigned salesperson and point of sale to ensure timely follow-up, coordinate appointments, test drives and quotations, and support the customer through the decision process
Proactively identify unattended, delayed or inactive leads and escalator or redirect opportunities where necessary to protect conversion
Maintain accurate and up-to-date lead status, ownership, activities and outcomes in Salesforce / CRM and ensure strong data quality
Monitor key funnel KPIs such as response time, contact rate, qualification, appointments, test drives, conversion,



ageing and lost-lead reasons; identify recurring customer pain points and improvement opportunities
Provide day-to-day operational support to the Sales Area Managers and the Head of Sales & Product
Support preparation and follow-up of sales actions, agent communications, commercial activities and network-related topics
Assist Area Managers in monitoring agent performance, open customer cases and commercial follow-ups, preparing sales information and operational reports when required
Coordinate administrative and operational topics between the central office, Area Managers and smart agents and support implementation of campaigns and sales initiatives
Help ensure consistent use of sales systems, processes and reporting standards across the network
Social Media Lead Identification & Customer Care Support
Support Customer Care and Marketing in monitoring commercially relevant customer interactions and comments received through smart Spain social media channels
Identify users showing concrete interest in smart products, test drives, quotations or purchase opportunities and coordinate their transfer into the sales funnel
Ensure relevant opportunities are routed to the appropriate sales process and followed through in CRM
Provide feedback to Marketing and Customer Care on recurring customer questions, objections, product interest and emerging trends
What you bring along
Education
~ University degree or professional qualification in Business Administration, Marketing, Sales,



Communications or a comparable field; equivalent relevant experience may be considered

Professional Experience
~2-5 years of experience in sales, customer journey management, lead management, inside sales, CRM, customer care or sales operations
~ Experience in automotive, retail, e-commerce or another customer-facing environment is preferred
~ Experience with digital leads, CRM-based sales processes and distributed dealer/agent networks is an advantage

Knowledge / Functional Expertise
Strong understanding of lead management and sales funnel processes, from acquisition through qualification and conversion
Good knowledge of CRM systems; Salesforce experience preferred
Knowledge / Functional Expertise
Strong customer-service and commercial orientation with the ability to identify customer needs and genuine purchase intent
Understanding of digital customer journeys and online-to-offline sales processes
Ability to work with funnel KPIs including response time, contact rate, qualification, appointment/test-drive rate, conversion, ageing and lost-lead reasons
Good command of Microsoft Office and reporting tools; fluent Spanish and good working knowledge of English
Highly customer-centric mindset with a strong focus on customer experience and conversion
Excellent interpersonal and telephone communication skills, with a proactive and persistent follow-up mentality
Strong organizational skills and ability to manage a high volume of leads and priorities simultaneously
Ability to coordinate effectively with customers, salespeople, agents, Area Managers, Marketing and Customer Care
Structured, reliable and detail-oriented working style; comfortable working with KPIs and data
Strong sense of ownership: follows opportunities through rather than simply forwarding leads; positive, collaborative and solution-oriented attitude

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📌 Customer Service Agent Team Lead (Madrid)
🏢 smart Europe
📍 Madrid