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 responsibilitiesLead Management & Customer JourneyAct as the central entry point for incoming sales leads generated through smart Spain digital, marketing and customer contact channelsContact new leads in a timely manner and perform an initial qualification, identifying customer needs, purchase intention, preferred model, timing, location and other relevant commercial informationAssign qualified opportunities to the appropriate salesperson or smart point of sale according to geography, customer needs and commercial prioritiesMaintain ownership and visibility of each lead throughout the customer journey, from first contact until order placement or confirmed loss of the opportunityWork 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 processProactively identify unattended,



delayed or inactive leads and escalator or redirect opportunities where necessary to protect conversionMaintain accurate and up-to-date lead status, ownership, activities and outcomes in Salesforce / CRM and ensure strong data qualityMonitor 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 opportunitiesProvide day-to-day operational support to the Sales Area Managers and the Head of Sales & ProductSupport preparation and follow-up of sales actions, agent communications, commercial activities and network-related topicsAssist Area Managers in monitoring agent performance, open customer cases and commercial follow-ups, preparing sales information and operational reports when requiredCoordinate administrative and operational topics between the central office, Area Managers and smart agents and support implementation of campaigns and sales initiativesHelp ensure consistent use of sales systems, processes and reporting standards across the networkSocial Media Lead Identification & Customer Care SupportSupport Customer Care and Marketing in monitoring commercially relevant customer interactions and comments received through smart Spain social media channelsIdentify users showing concrete interest in smart products, test drives, quotations or purchase opportunities and coordinate their

📌 Customer Service Agent Team Lead (España)
🏢 SMART SPAIN
📍 España