Role Guide: Lead Manager

What this role is

Most sellers do not sell on the first call. Industry experience shows that many deals come from the fourth, sixth or tenth touch, after the seller's situation changes. The Lead Manager is the person who makes sure that, when that moment comes, the seller is talking to us.

You are the bridge between the cold caller's first conversation and the acquisitions manager's offer. You deepen the relationship, fill the gaps in qualification, and book appointments that are worth the acquisitions manager's time.

What you own

• Every Warm lead and every Hot lead that has not yet reached acquisitions.
• Re-qualification: confirming and completing the Four Pillars and Three Checks.
• Follow-up cadences: calls, texts (only where the seller agreed) and emails on schedule.
• Appointments: booking offer calls or walkthroughs, confirming them, and preparing the acquisitions manager.
• CRM hygiene for your pipeline: every lead has an owner, a stage, a next action and a date.
• Reactivation: working old Nurture and "Dead: Price" leads when the client asks.

You do not own: setting offer prices, negotiating terms, or sending contracts. If a seller asks "what would you pay?", you explain that the acquisitions team prepares offers after reviewing the property, and you book that conversation.

Your tools (generic)

• CRM with tasks, stages and follow-up sequences.
• Phone and dialer, usually single-line for warm follow-up.
• Texting platform (only for sellers who agreed to texts, inside a registered campaign).
• Email for written follow-up and appointment confirmations.
• Calendar shared with acquisitions.
• Scripts: the Warm Follow-Up, Appointment Setting and Reactivation scripts in the Script Library.

Your daily rhythm

Block	What you do
Start of shift	Check in with your campaign's method, start your tracker. Review new handoffs from callers and SMS. Review today's appointments.
Speed-to-lead block	Call every brand new Hot handoff first. The fastest response usually wins the seller.
Appointment confirmations	Confirm today's and tomorrow's appointments with sellers. Send reminders through the agreed channel.
Due follow-ups	Work every follow-up task due today, oldest first.
Acquisitions prep	For each booked appointment, send acquisitions a complete brief at least 2 hours before.
Reactivation block (if assigned)	Work aged Nurture and "Dead: Price" leads with a fresh reason to call.
End of shift	Every lead touched has a next action and date. Send your end-of-shift report. Check out.

Follow-up cadence (a Narqix starting point)

Your client may have its own cadence. If not, use this.

Lead type	Days 1 to 7	Weeks 2 to 4	Months 2 to 6
Hot, not yet booked	Call within the hour of handoff. Then daily attempts, varying time of day, for up to 5 days	Twice a week	Move to Warm if no contact
Warm (FU-WARM)	One call on day 1 or 2, then one more that week	Weekly call or text (if allowed)	Every 2 to 4 weeks
Nurture (NI)	None	None	Every 60 to 90 days, with a reason to call

Limits that override every cadence: no more than 3 attempts per owner in any 24 hours across all numbers and channels, calls only inside the owner's permitted window, and any stop request ends all contact. See Calling Compliance for Real Estate.

Booking a strong appointment

An appointment is ready for acquisitions when you can answer yes to all of these:

• Motivation is clear, in the seller's own words.
• Timeline is known.
• Condition is described well enough to pick a repair tier (Easy, Needs Work, Full Cosmetic, Full Gut).
• The seller has shared a price, or at least agreed to hear an offer.
• All decision makers will be on the call or at the walkthrough.
• Mortgage or liens are known, or the seller agreed to share them on the call.
• The seller confirmed the date and time, and knows who will call and why.

The acquisitions brief

Send it with the calendar invite. Use the standard handoff note (see How a Deal Moves) and add:

• Your read of the seller: communication style (direct, social, steady or analytical; see Seller Psychology and Motivation), emotional state, what they care about most.
• Objections already heard and how the seller reacted.
• Anything you promised.
• Comps or property details the client asks you to attach.

KPIs that matter

Narqix starter targets. Recalibrate per client after 2 to 4 weeks.

Metric	Starter target
Speed to lead on new Hot handoffs	First attempt within 15 minutes during your shift
Follow-up tasks completed on their due date	95% or higher
Leads with an owner, stage and dated next action	100%
Qualified lead to booked appointment	25% to 40% of Hot and strong Warm leads
Appointment show rate (seller attends)	70% or higher
Briefs sent to acquisitions at least 2 hours before	100%
Reactivated leads per week (if assigned)	Set by your team lead per list
Compliance exceptions	Zero

Handoffs

You receive from	What
Cold Callers	HOT and FU-WARM leads with standard notes
SMS Agents	Sellers who replied with interest
Acquisitions	Leads that need longer follow-up after an offer ("not now", "too low for now")

You pass to	What	When
Acquisitions	Booked appointments with a full brief	At least 2 hours before
SMS Agent	Sellers who prefer texting, for light nurture inside the registered campaign	When the seller agrees
Data and List team	Contact info corrections, new decision-maker numbers	Same day
Team lead	Complaints, DNC disputes, LIT-FLAG cases	Immediately

Quality checklist

• Every new Hot handoff was attempted within 15 minutes of arriving during my shift.
• Every follow-up has a reason based on the seller's own words.
• Every lead I touched has a next action and date.
• Every appointment has all decision makers confirmed.
• Every brief went out at least 2 hours before the appointment.
• I respected the 3 attempts per 24 hours limit and every calling window.
• Every stop request became DNC immediately.

Common mistakes (and the fix)

Mistake	Fix
Letting leads sit with no next action	End every touch by setting the next task before you close the record
"Just checking in" calls	Bring a reason: their timeline, their tenant, the season, a repair they mentioned
Booking without decision makers	Ask early: "Who else would want to be part of this decision?"
Over-following up	Respect the cadence and the 3 per 24 hours limit. More is not better.
Re-asking everything the caller already learned	Read the notes first. Confirm, do not repeat.
Hiding bad news from acquisitions	If the seller is shaky, say so in the brief. Surprises waste the call.

Escalation rules

• Immediately: legal threats or pre-lawsuit questions (LIT-FLAG), any stop request dispute, a seller who seems confused or vulnerable, an emergency or safety issue.
• Same day: a seller angry about the client, a no-show pattern on a lead, a seller who says another company made promises in the client's name.
• Weekly with your team lead: cadence results, which lists produce appointments, and suggestions.

Check yourself

1. What is the Narqix starter target for speed to lead on a new Hot handoff?
2. Name four items that must be true before an appointment is "ready".
3. A seller asks, "Just tell me what you'd pay." What do you say?
4. What is the maximum number of attempts to one owner in 24 hours, across all channels?
5. What extra items go in the acquisitions brief beyond the standard handoff note?

Answers

1. First attempt within 15 minutes during your shift.
2. Any four of: clear motivation, known timeline, condition described for a tier, price shared or seller agreed to hear an offer, all decision makers attending, money owed known or will be shared, seller confirmed time and knows who will call.
3. Explain honestly that the acquisitions team prepares offers after reviewing the property details and the market, and offer to book that conversation at a time that suits them.
4. Three.
5. Your read of the seller's style and emotional state, objections already heard, anything you promised, and any comps or details the client asks for.

---

© Narqix Academy