About the Role
At Property Shop Investment (PSI), we believe strong lead governance and CRM discipline are key drivers of sales performance and revenue growth.
The Lead Management & CRM Governance Officer will own the end-to-end lead lifecycle, ensuring leads are distributed efficiently, followed up on time, and tracked accurately within the CRM system.
This role is critical in ensuring data integrity, sales accountability, and visibility across the customer journey, while supporting Sales Leadership with actionable insights.
Primary Purpose
- Own and manage the lead distribution process across sales teams
- Ensure CRM compliance and accurate customer journey tracking
- Monitor follow-ups, data updates, and lead lifecycle progression
- Provide structured reporting and insights to Sales Management
Key ResponsibilitiesLead & CRM Governance
- Manage lead allocation, routing rules, and distribution processes
- Monitor follow-up SLAs and ensure timely agent engagement
- Track lead lifecycle stages from inquiry to conversion
- Ensure accurate CRM data entry and customer journey mapping
Sales Performance Support
- Monitor agent CRM compliance and activity tracking
- Identify gaps in follow-ups, data quality, and pipeline movement
- Escalate non-compliance or performance risks to Sales Managers
- Provide dashboards and performance insights to leadership
Process Optimization
- Identify inefficiencies in lead handling and sales workflows
- Recommend process improvements to increase conversion rates
- Support CRM campaigns and performance tracking
- Maintain CRM governance frameworks and SOPs
Qualifications & Experience
- Bachelor's degree in Business, IT, or related field
- 2+ years experience in CRM, Sales Operations, or Lead Management
- Experience with real estate CRM systems (Odoo, Salesforce, Zoho, etc.) preferred
Skills & Competencies
- Strong analytical and reporting skills
- CRM system expertise and data governance knowledge
- Ability to manage multiple stakeholders and sales teams
- High attention to detail and process discipline
- Strong communication and escalation management skills
