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

📌 Customer Experience Lead Agent (España)
🏢 smart Europe
📍 España