Lead Management Supervisor - Bilingual
MX-Mexico City
Latin America
Req #: 111365
Type: Employee|Employee|Regular Full-time
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Overview: The Lead Management Supervisor oversees third-party resources in the Marketing Contact Center (MCC), leading the entire process for qualifying and handling inbound customer leads. This role involves a close collaboration with sales teams, channel partners, and distributors to achieve marketing revenue goals. This manager is responsible for the team's performance, including setting goals, defining KPIs, reporting progress (lead readouts), and taking corrective action. Additionally, they act as the Subject Matter Expert (SME) on any lead management projects. Location- ***Role is required to be onsite in México- CDMX office (Hybrid- Minimum of 3 days in the office per week). Responsibilities: * Accountable for team management, including day-to-day supervision, coaching, and development of the Marketing Contact Center (MCC) team. * Responsible for achieving Service Level Agreements (SLAs) with the sales team, ensuring efficient lead routing and follow-up. * Acts as the primary point of contact for the Marketing Contact Center, handling escalations and resolving issues effectively. * Performs tele-profiling and data verification calls as and when required to ensure lead quality. * Supports the promotional strategy and maintenance of the company's e-commerce platform, ensuring alignment with broader marketing campaigns. * Helps orchestrate promotional plans and digital marketing campaigns that drive inbound inquiries and support overall revenue goals. * Manages supplier relationships and is accountable for the team's performance and budget. * Accountable for process documentation, training, and ensuring the team is equipped with the necessary product knowledge and tools. * Develops and delivers performance readouts to management and key stakeholders. * Operates effectively in a highly matrixed organization, collaborating with sales, marketing, and IT to drive results. Qualifications: Required Qualifications: * Minimum Education: BA/BS degree preferred or equivalent work experience * Minimum Work Experience: 8+ years experience in lead management, inside sales, or marketing/sales operations 5 years as a leader * Fluent level of English (written and verbal) as well as local language as applicable * Deep understanding of lead management concepts, technologies (CRM/Marketing Automation), and best practices. Preferred Requirements: * Proven experience in agency or third-party vendor management. * Strong leadership skills with experience in team management, coaching, and performance optimization. * Excellent partnering and communication skills for effective interlock with internal stakeholders (especially Sales). * Ability to drive results and execution in a highly matrixed organization. * Accountable for results, transparent with peers & staff. * Basic understanding of product portfolios for effective lead routing and prioritization. * Project management and resource planning skills. * Familiarity with digital marketing and campaign execution.
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