Customer Relationship & Contact Center Manager

About the role

The Customer Relationship & Contact Center Manager will lead the acquisition, retention and service excellence initiatives for Geely’s official distributor in Iraq, integrating sales funnel management, after‑sales support and omnichannel contact‑center operations.

Key responsibilities

• Lead and sales funnel management: qualify inbound leads, track conversion, assign leads to consultants, and run re‑engagement campaigns.
• Aftersales and contact‑center operations: schedule service bookings, manage roadside assistance dispatch, oversee omnichannel messaging (WhatsApp, live chat, social), and align booking volume with workshop capacity.
• Quality assurance and internal auditing: conduct sales call audits, service advisor audits, mystery‑shopping, and ensure compliance with consumer‑privacy laws.
• Strategy and value‑add initiatives: own CSI and NPS targets, launch retention‑marketing reminders, enforce SLA response times, and integrate telephony, IM platforms and the Dealer Management System.

Required profile

• Proven experience managing CRM systems and contact‑center operations in an automotive or similar retail environment.
• Strong understanding of sales funnel optimisation, aftersales service processes and quality‑audit procedures.
• Ability to lead cross‑functional teams and drive performance against KPI targets such as lead response time, conversion rate and first‑contact resolution.

Required skills

• CRM platforms (e.g., Salesforce, HubSpot or equivalent)
• Telephony systems and omnichannel messaging tools (WhatsApp, live chat, social media)
• Dealer Management System (DMS) integration
• Instant‑messaging platforms and data‑privacy compliance tools

What we offer

• Opportunity to shape the customer experience for a fast‑growing automotive brand in Iraq.
• Dynamic, multi‑channel work environment with clear performance metrics.