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,





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 Structure

? Lead & Customer Journey Expert smart Spain (f/m/d) (Madrid)
? smart Europe
? Madrid

📌 Lead & Customer Journey Expert Smart Spain (F/M/D) (Madrid)
🏢 CareerWallet
📍 Madrid