Lead Generation / Enquiry Manager

Job Description

Role & responsibilities Enquiry Processing Management Direct oversight of all incoming customer/client enquiries across channels (email, phone, web forms, social media) Establish and maintain standard operating procedures for enquiry handling Develop response templates for common enquiry types to ensure consistency Implement priority classification system for efficient enquiry routing Set and monitor service level agreements (SLAs) for response times Create escalation pathways for complex or sensitive enquiries Team Leadership Manage a team of enquiry specialists/coordinators (typically 5-15 members) Recruit, train, and develop team members for effective enquiry handling Allocate workload based on enquiry volume, complexity, and team capacity Conduct regular performance reviews and provide constructive feedback Identify skill gaps and implement targeted training programs Foster a customer-centric culture within the enquiry management team Quality Assurance Develop quality standards for enquiry responses across all channels Implement regular monitoring through call/email reviews and evaluations Conduct calibration sessions to ensure consistent handling approaches Provide real-time coaching for improvement opportunities Track quality metrics such as first contact resolution and accuracy Gather and analyse customer feedback on enquiry handling experience Operational Management Process Optimization Analyze enquiry patterns to identify improvement opportunities Streamline enquiry handling workflows for efficiency and effectiveness Implement automation where appropriate for routine enquiries Develop knowledge management systems for quick information access Regularly review and update enquiry handling procedures Identify bottlenecks in the enquiry resolution process Technology Management Oversee enquiry management software and ticketing systems Ensure proper utilization of CRM systems for enquiry tracking Implement and maintain self-service solutions where appropriate Collaborate with IT on system enhancements and integrations Evaluate new technologies to improve enquiry management capabilities Generate and analyse reports from enquiry management systems Resource Planning Forecast enquiry volumes based on historical data and business activities Schedule appropriate staffing levels to meet expected demand Manage contingency planning for unexpected volume spikes Balance resource allocation across different enquiry channels Identify peak periods and implement strategies to manage high volumes Optimize resource utilization through workflow management Preferred candidate profile Qualifications and Experience Bachelor's/Masters degree in Marketing, Business, or a related field. 35 years of experience in Lead Generation. The ideal candidate will spearhead our lead generation strategies, optimize the process, and build a robust pipeline for our sales team. Desired Skills: Proven expertise in online lead generation, with a deep understanding of creating and executing digital campaigns to attract potential leads. Advanced skills in outbound lead generation and identifying new business opportunities through various channels. CRM software proficiency is essential, ensuring precise management and analysis of customer relations and lead data. Experience in email marketing, adept at crafting compelling messages designed specifically to capture interest and generate leads. Competency in data analysis, enabling the candidate to interpret patterns and optimize lead generation strategies effectively. Proficiency in marketing automation tools to streamline operations and improve lead acquisition processes. Strong knowledge of SEO and SEM to boost online visibility and enhance inbound marketing efforts. Excellent communication skills, with the ability to translate technical insights into strategic action plans for marketing and sales teams.