About the Role
We are looking for a proactive and highly organised Sales Operations & CRM Coordinator to support the performance of our used-car sales team.
This is not a passive administrative or reporting role.
The main purpose of this position is to ensure that every lead is handled quickly and correctly, sales representatives follow the required CRM process, inactive opportunities are re-engaged, and management receives useful analysis of where sales are being lost.
The successful candidate must demonstrate a high level of ownership and agency. We need someone who identifies problems, investigates the cause, takes action, follows through, and verifies the result without requiring constant supervision.
Core Responsibilities
1. Daily Lead Monitoring
Monitor new and active leads throughout the working day.
You will:
Review all new leads received through Dealer Center and other sources.
Confirm that each lead is assigned correctly.
Track response time and identify leads that were not contacted promptly.
Monitor automatically reassigned leads.
Ensure every active lead has a clear next step and scheduled follow-up.
Identify stalled, untouched, incorrectly classified, or forgotten leads.
Escalate urgent opportunities when manager involvement is required.
This role requires ongoing monitoring, not a single CRM check once per day.
2. Sales Representative Coordination
Work directly with sales representatives to ensure consistent lead management.
You will:
Conduct regular check-ins.
Communicate specific CRM and follow-up issues.
Assign corrective actions and deadlines.
Confirm later that the actions were completed.
Help representatives prioritise hot, warm, overdue, and missed-appointment leads.
Escalate repeated non-compliance to the sales manager.
It is not enough to identify a problem. You are expected to help ensure that it is corrected.
3. Ongoing Coaching
Provide practical coaching based on actual CRM records and customer interactions.
Coaching may include:
Responding to new leads.
Creating and completing follow-ups.
Writing useful CRM notes.
Managing missed appointments.
Moving customers toward a clear next step.
Recording objections and lost reasons.
Knowing when to involve management or finance.
Repeated issues should be documented and escalated.
4. Old Lead Re-Engagement
Actively work with old and inactive prospects.
You will:
Review previous customer communication.
Call, text, or email customers who may still be in the market.
Identify current vehicle, financing, and trade-in needs.
Offer relevant vehicles, links, photos, videos, or appointments.
Return qualified customers to the active pipeline.
Reassign interested customers to the appropriate salesperson or manager.
Record all outcomes and next actions in the CRM.
The objective is not simply to make calls. The objective is to create qualified conversations, appointments, financing opportunities, and sales.
5. CRM Quality and Data Accuracy
Identify and help correct:
Missing follow-ups.
Overdue tasks.
Incorrect lead statuses.
Poor or incomplete notes.
Missing lead sources.
Missing lost reasons.
Duplicate records.
Outdated follow-up dates.
Customers waiting for manager, finance, vehicle, or lender updates.
Accurate CRM data is essential for management decisions and reporting.
6. Reporting and Analysis
Prepare weekly sales and lead-management reports.
The report may include the standard data table, but the written takeaways must explain more than the numbers already visible in Dealer Center.
Reports should identify:
Why some salespeople receive more or fewer leads.
Why leads are reassigned.
Why activity does or does not produce appointments and sales.
Where customers are dropping out of the funnel.
Which lead sources perform better.
Which follow-up methods generate responses.
Which CRM mistakes repeat.
Where manager or finance involvement is delayed.
Which opportunities may still be
