Lead Management Specialist in Farmington Hills, Michigan at M SHAPIRO REAL ESTATE GROUP

Position Summary

The 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

• Monitor lead activity across all assigned properties in BOOM CRM.

• Ensure leads are being responded to within established service-level expectations.

• Monitor average response time, follow-up completion, inactive leads, overdue activities, lead aging, and other lead-management metrics.

• Identify individual, property, and regional performance trends and bring meaningful exceptions to leadership.

• Intervene directly when onsite teams do not respond appropriately or within the required timeframe.

• Contact onsite team members directly to resolve immediate lead-management issues.

• Escalate recurring or significant performance concerns to the appropriate Regional Manager and Sales Operations Manager.

• Personally take over and work leads when necessary to protect the opportunity.

• Conduct regular lead audits to verify response time, activity, follow-up, documentation, and appropriate next steps.

• Prepare daily exception reporting and weekly lead-management scorecards.

• Collaborate with Sales Managers and operational leaders to improve lead response and conversion.

• Help identify gaps in execution and recommend practical improvements to the lead-management process.

• Maintain accurate documentation of interventions, escalations, and lead-management issues.

Lead Management Standard

The role will help enforce a consistent process built around the following operating model:

• Lead received ? onsite team notified ? human contact attempt during business hours.

• Target initial human response: within 15 minutes during business hours.

• After hours: immediate text/email response, with human follow-up beginning when the community opens.

• Leads receive a structured, multi-touch follow-up cadence rather than a single attempt.

• Missed response or overdue follow-up triggers intervention.

• If onsite execution breaks down, the Lead Manager takes action to protect the lead and escalates the underlying accountability issue.

Core Performance Metrics

• Percentage of leads responded to within target time.

• Average lead response time.

• Percentage of leads receiving required follow-up.

• Leads with no activity.

• Overdue follow-up activities.

• Lead aging and unresolved opportunities.

• Lead-to-contact conversion.

• Individual employee performance.

• Property-level performance.

• Regional performance.

• Lead-management audit results.

• Impact on appointments, sales, and rental opportunities.

What Success Looks Like

Success 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

• Assertive and comfortable holding others accountable without being confrontational.

• Sales-minded and motivated by the opportunity behind every lead.

• Persistent and unwilling to let unresolved issues sit.

• An excellent communicator who can work effectively with onsite employees, Community Managers, Regional Managers, and Sales leadership.

• Highly organized and able to manage a high volume of information without losing track of details.

• Comfortable using CRM systems and interpreting basic performance reports.

• Able to prioritize quickly and make sound decisions under pressure.

• Willing to pick up the phone and personally work a lead when necessary.

• Self-directed, proactive, and comfortable taking ownership without waiting to be told what to do.

Preferred Experience

• Experience in sales operations, lead management, leasing, inside sales, BDC, call-center operations, customer engagement, or a similar high-volume lead environment.

• Experience with manufactured housing, property management, multifamily housing, automotive sales, or another transactional sales environment is preferred but not required.

• BOOM CRM experience is a plus; experience with another CRM is transferable.

First 90 Days

First 30 Days

• Learn the company’s sales process, lead standards, BOOM CRM, reporting structure, and escalation process.

• Establish a baseline for response time, follow-up compliance, and lead activity across the portfolio.

• Build relationships with Sales and Operations leadership and understand community-level operating differences.

Days 31–60

• Begin consistent daily exception monitoring and intervention.

• Launch regular lead audits.

• Identify recurring property, employee, and regional patterns.

• Provide actionable weekly scorecards and recommendations.

Days 61–90

• Operate independently as the portfolio’s lead-management accountability point.

• Demonstrate measurable improvement in response and follow-up compliance.

• Establish a predictable escalation rhythm with Regional Managers and Sales leadership.

• Identify opportunities to improve the lead-management process and conversion funnel.

Why This Role Matters

A 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.