Lead Management Specialist

Job Description

Job Description

Position Description: Lead Management SpecialistPosition SummaryThe Lead Management Manager is responsible for protecting and improving the company’s lead-response and follow-up process across approximately 100 communities. This role monitors BOOM CRM activity, identifies missed or overdue leads, intervenes with onsite teams, escalates recurring issues to leadership, and—when necessary—personally steps in to work a lead so that opportunities are not lost because of poor follow-up.This is an active, accountability-focused role—not simply a reporting position. The successful candidate will combine sales urgency, strong communication, persistence, organization, and sound judgment to make sure every lead receives timely and appropriate attention.What You Will Own•\tMonitor lead activity across all assigned properties in BOOM CRM.•\tEnsure leads are being responded to within established service-level expectations.•\tMonitor average response time, follow-up completion, inactive leads, overdue activities, lead aging, and other lead-management metrics.•\tIdentify individual, property, and regional performance trends and bring meaningful exceptions to leadership.•\tIntervene directly when onsite teams do not respond appropriately or within the required timeframe.•\tContact onsite team members directly to resolve immediate lead-management issues.•\tEscalate recurring or significant performance concerns to the appropriate Regional Manager and Sales Operations Manager.•\tPersonally take over and work leads when necessary to protect the opportunity.•\tConduct regular lead audits to verify response time, activity, follow-up, documentation, and appropriate next steps.•\tPrepare daily exception reporting and weekly lead-management scorecards.•\tCollaborate with Sales Managers and operational leaders to improve lead response and conversion.•\tHelp identify gaps in execution and recommend practical improvements to the lead-management process.•\tMaintain accurate documentation of interventions, escalations, and lead-management issues.Lead Management StandardThe role will help enforce a consistent process built around the following operating model:•\tLead received ? onsite team notified ? human contact attempt during business hours.•\tTarget initial human response: within 15 minutes during business hours.•\tAfter hours: immediate text/email response, with human follow-up beginning when the community opens.•\tLeads receive a structured, multi-touch follow-up cadence rather than a single attempt.•\tMissed response or overdue follow-up triggers intervention.•\tIf onsite execution breaks down, the Lead Manager takes action to protect the lead and escalates the underlying accountability issue.Core Performance Metrics•\tPercentage of leads responded to within target time.•\tAverage lead response time.•\tPercentage of leads receiving required follow-up.•\tLeads with no activity.•\tOverdue follow-up activities.•\tLead aging and unresolved opportunities.•\tLead-to-contact conversion.•\tIndividual employee performance.•\tProperty-level performance.•\tRegional performance.•\tLead-management audit results.•\tImpact on appointments, sales, and rental opportunities.What Success Looks LikeSuccess means fewer leads fall through the cracks, response times improve, follow-up becomes consistent, leadership has clear visibility into execution, and onsite teams know that lead-management performance is actively monitored. The Lead Manager is successful when a prospect who wants information, a tour, a rental, or a home purchase receives prompt attention and a clear next step.The Ideal Candidate•\tAssertive and comfortable holding others accountable without being confrontational.•\tSales-minded and motivated by the opportunity behind every lead.•\tPersistent and unwilling to let unresolved issues sit.•\tAn excellent communicator who can work effectively with onsite employees, Community Managers, Regional Managers, and Sales leadership.•\tHighly organized and able to manage a high volume of information without losing track of details.•\tComfortable using CRM systems and interpreting basic performance reports.•\tAble to prioritize quickly and make sound decisions under pressure.•\tWilling to pick up the phone and personally work a lead when necessary.•\tSelf-directed, proactive, and comfortable taking ownership without waiting to be told what to do.Preferred Experience•\tExperience in sales operations, lead management, leasing, inside sales, BDC, call-center operations, customer engagement, or a similar high-volume lead environment.•\tExperience with manufactured housing, property management, multifamily housing, automotive sales, or another transactional sales environment is preferred but not required.•\tBOOM CRM experience is a plus; experience with another CRM is transferable.First 90 DaysFirst 30 Days•\tLearn the company’s sales process, lead standards, BOOM CRM, reporting structure, and escalation process.•\tEstablish a baseline for response time, follow-up compliance, and lead activity across the portfolio.•\tBuild relationships with Sales and Operations leadership and understand community-level operating differences.Days 31–60•\tBegin consistent daily exception monitoring and intervention.•\tLaunch regular lead audits.•\tIdentify recurring property, employee, and regional patterns.•\tProvide actionable weekly scorecards and recommendations.Days 61–90•\tOperate independently as the portfolio’s lead-management accountability point.•\tDemonstrate measurable improvement in response and follow-up compliance.•\tEstablish a predictable escalation rhythm with Regional Managers and Sales leadership.•\tIdentify opportunities to improve the lead-management process and conversion funnel.Why This Role MattersA lead is an opportunity that has already raised its hand. The company invests time and money to generate that opportunity. This role ensures that opportunity receives the speed, persistence, and ownership necessary to turn interest into contact, contact into an appointment, and appointments into sales or rentals. $65,000.00 - $80,000.00 Annually