Lead Pipeline & Conversion Manager
- Monitor every inbound lead source and ensure new leads enter the appropriate system correctly
- Verify lead-source attribution and CRM accuracy
- Monitor speed-to-lead and identify leads that haven't been contacted
- Identify leads without a clear owner or next action and make sure leads don't disappear between systems, departments, or team members
- Establish escalation procedures when lead-response standards aren't met
- Track and report pipeline metrics including leads by source, cost per lead, contact rate, speed-to-lead, appointment-set rate, confirmation rate, cancellation rate, no-show rate, sit/demo rate, lead-to-sale conversion, appointment-to-sale conversion, revenue by source, average contract value, cost per appointment, customer acquisition cost, lost-lead reasons, reactivation performance, and recovered revenue
- Analyze the quality and conversion performance of each lead source — comparing marketing sources based on appointments, sales, and revenue, not just raw lead volume
- Identify sources producing low-quality or poorly converting opportunities and high-performing sources that may justify additional investment
- Work with leadership and Marketing to improve attribution and campaign visibility
- Ensure every unsold opportunity has a defined next step and build structured follow-up processes
- Manage SMS, email, phone, and CRM nurture campaigns and identify leads requiring personal follow-up
- Audit whether sales follow-up is actually occurring and develop processes for cancelled appointments and no-shows
- Develop long-term nurture strategies for homeowners who aren't ready today
- Build database reactivation campaigns targeting previous unsold estimates, old leads, cancelled appointments, no-shows, unreachable homeowners, deferred projects, previous repair customers, and existing customers eligible for additional exterior services
- Maintain visibility into the complete lead lifecycle and audit CRM data quality
- Identify broken workflows and automation failures and work with leadership and technology partners to improve automations
- Build dashboards showing pipeline health in real time and ensure lead statuses have clear definitions
- Ensure every active opportunity has an owner and next action and reduce duplicate, incomplete, improperly categorized, and abandoned records
- Bring the data to cross-department conversations between Sales, Marketing, Office Operations, and Executive Leadership to determine where breakdowns actually occur and help leadership fix them