Leads/ Call Centre Manager

The Leads Manager is a group-critical role responsible for owning, controlling, and optimising the end-to-end lead lifecycle, ensuring that every lead is treated as a revenue opportunity and managed through disciplined process, speed, and accountability.

This role is the operational engine of the BDC ecosystem and works in close partnership with the BI Analyst to ensure that data drives behaviour, not opinion.

Leads Manager Core Pillars

• Convert digital demand into qualified sales opportunities
• Ensure speed-to-lead excellence across all sources
• Enforce CRM discipline and lead handling standards
• Provide transparent, data-backed visibility of lead performance
• Support sales, F&I, and Aftersales teams with clean, prioritised pipelines
• Act as the day-to-day custodian of lead performance across brands and dealership

Strategic Accountability

• Converting digital demand into funded vehicle sales
• Ensuring CRM is the operational backbone of all Sales, F&I, and Aftersales activity
• Embedding data-led decision making at Franchise Director and Dealer Principal level
• Driving consistent customer experience standards across all brands and dealerships
• Acting as the central commercial nerve centre between Growth, Sales, Finance, Aftersales, and Technology

Expanded Core Responsibilities

Lead Funnel Ownership

• Lead Generation & Commercial Performance
• Own the entire group lead funnel, from source to sale
• Cost per lead
• Lead-to-contact ratios
• Lead-to-approval ratios
• Approval-to-sale conversion
• Influence campaign strategy in partnership with Growth and Marketing teams

Speed-to-Lead Excellence

• Enforce the <4-minute Speed-to-Lead SLA across all channels
• Call activity and attempts
• Response quality and scripts
• Follow-up cadence and discipline
• SLAs are missed
• Leads stagnate
• Conversion drops below benchmarks

Sales Team Enablement

• Prioritised, action-ready leads
• Clear handover notes and qualification context
• Lead performance insights
• Early warnings on underperformance
• Sales Management
• F&I pre-qualification
• Escalate delays or breakdowns that risk deal momentum

CRM Ownership & Lead Governance

• Ensure CRM is the single source of truth for all lead activity
• Lead statuses
• Notes and outcomes
• Follow-up actions
• Maintain high data integrity for downstream reporting and BI analysis
• Support audits, OEM reviews, and compliance through clean CRM data

Data, Power BI & Executive Reporting

• Interpret dashboards and reports
• Validate lead performance trends
• Identify bottlenecks and root causes
• Use data (not anecdote) to:
• Drive coaching conversations
• Inform process changes
• Support escalation decisions
• Deliver regular lead performance summaries to management

Finance, Compliance & Deal Flow Integration

• Sales Management
• F&I
• Credit approval
• Partner with Group F&I leadership to:
• Improve approval rates
• Reduce fallout
• Shorten turnaround times
• Ensure NCA, FICA, FAIS, and OEM audit compliance is supported through CRM processes

CSI, Retention & Lifetime Value

• Monitor lead-related CSI feedback and complaint trends
• Lead handling quality
• Sales behaviour
• Customer dissatisfaction
• Sales coaching
• Process improvements
• Retention initiatives

Stakeholder Management

• Senior Group BDC & CRM Manager
• BI Analyst
• Sales Managers & Sales Executives
• F&I Teams
• Marketing / Growth
• OEM lead platforms
• Digital lead suppliers
• CRM and call‑tracking vendors

Experience & Capability Requirements

• Essential Experience
• Senior management experience within automotive retail or asset finance
• Group-level exposure across multiple brands or franchises
• 3–6 years’ experience in:
• Automotive BDC, lead management, or sales operations
• Sales funnels
• Lead conversion dynamics
• Automotive retail environments
• Solid CRM experience (Dynamics 365 or similar)
• Strong Excel and reporting capability
• Advantageous
• Exposure to BI dashboards (Power BI or equivalent)
• Experience working across multi‑brand or multi‑dealer environments
• Understanding of vehicle finance and pre‑qualification processes

Key Success Measures (KPIs)

• Speed-to-lead compliance
• Lead-to-sale conversion improvement
• Finance approval ratios
• CRM adoption and utilisation
• CSI and online reputation scores
• Retention and repeat business contribution
• Group sales funnel visibility and predictability

Advantageous

• Exposure to BI dashboards (Power BI or equivalent)
• Experience working across multi‑brand or multi‑dealer environments
• Understanding of vehicle finance and pre‑qualification processes

Behavioural & Leadership Profile

• Results‑driven and detail‑oriented
• Structured, disciplined, and process‑focused
• Comfortable enforcing standards
• Data‑curious and insight‑led
• Calm, credible, and commercially aware
• Strong communicator across operational and management levels

R35 000 - 55 000 p/m + Benefits

Location: Sandton; Johannesburg

The Ideal Candidate Profile

• Thrive in a high‑pressure, high-performance environment
• Enjoy working with data, numbers and digital tools
• Demonstrate strong work ethic and accountability
• Are highly competitive and driven to win
• Communicate confidently through digital channels
• Are proactive, self-motivated, and consistently exceed expectations

If you're a Builder and ready to join a high‑performance team, please send your application to:

***email_hidden*** and we will contact you as soon as possible.