Inside Sales Lead

Job Title: Customer Experience & Inside Sales Lead — E-commerce

Reporting To: Ecommerce Programme Manager

Role Overview

The Customer Experience & Inside Sales Lead owns customer interaction quality, lead management operations, and assisted-commerce conversion performance across the e-commerce business.

This role is responsible for building a scalable customer support and inside-sales engine that improves customer experience, increases conversion rates, drives assisted sales revenue, and creates structured customer intelligence across channels.

The role combines customer operations, sales enablement, process design, lead analytics, and conversational commerce execution.

This is not a traditional customer support role.

It is a customer ownership and revenue influence position responsible for customer experience quality, lead conversion performance, and assisted-commerce growth outcomes.

★ This is not a ticket-resolution or call-centre coordination role.

It is a customer lifecycle ownership role focused on conversion, customer confidence, experience quality, and scalable assisted-commerce systems.

What This Role Owns

1. Customer Experience Operations

Own the overall customer interaction experience across all inbound and outbound customer touchpoints.

Ensure customers receive fast, accurate, consultative, and confidence-building support throughout their buying journey.

• Manage customer interactions across:
• WhatsApp
• Website chat
• Calls
• Social media inquiries
• Campaign responses
• Referral and partner channels
• Build structured customer support workflows and escalation systems
• Improve response quality, response time, and customer satisfaction
• Ensure consistent customer communication standards across all channels
• Monitor unresolved cases and customer issue resolution quality
• Build customer trust through consultative and solution-oriented engagement

2. Inside Sales & Assisted Commerce

Build and scale an inside-sales capability focused on assisted product discovery, consultation-led selling, and conversion optimisation.

The objective is not just selling products — but helping customers make confident purchase decisions through guided consultation.

• Lead and manage inside-sales operations
• Build structured assisted-selling workflows
• Drive conversion across inbound customer inquiries
• Help customers understand product suitability based on usage and needs
• Improve attachment opportunities including:
• Accessories
• Protection plans
• Ecosystem products
• Product upgrades
• Build consultative sales conversations instead of transactional selling
• Coordinate with category and operations teams for product availability and execution readiness

3. Lead Management & Conversion Intelligence

Own lead tracking, funnel visibility, and conversion performance management across all customer acquisition channels.

• Track lead flow across:
• Digital marketing campaigns
• WhatsApp inquiries
• Website traffic
• Campaign responses
• Referral channels
• Organic inquiries
• Build lead lifecycle tracking systems
• Monitor:
• New leads
• Active leads
• Hot leads
• Cold leads
• Converted leads
• Lost opportunities
• Analyse conversion patterns and customer intent signals
• Build operational visibility into lead-to-revenue performance
• Improve lead response speed and conversion discipline

4. Customer Data, Analytics & Reporting

Use data as a core operating layer for customer operations and inside-sales decision-making.

• Build customer operations dashboards and reporting systems
• Track:
• Lead volume
• Conversion %
• Revenue contribution
• Response TAT
• Campaign performance
• Customer acquisition trends
• Assisted-sales performance
• Identify customer pain points and conversion bottlenecks
• Translate customer interaction data into actionable business insights
• Maintain operational reporting discipline for leadership reviews

5. AI, Automation & Conversational Systems

Drive automation and AI-led scalability initiatives across customer interaction systems.

• Build structured workflows for automated query handling
• Improve chatbot and AI-assisted customer support capability
• Identify repetitive customer interaction patterns for automation
• Coordinate with technology teams on CRM, chatbot, and workflow improvements
• Improve operational efficiency using conversational automation
• Build scalable customer support systems without compromising experience quality

6. Team Leadership & Process Excellence

Build and manage a high-quality inside-sales and customer operations team.

• Train team members on consultative selling and customer interaction quality
• Create SOPs for lead handling and customer engagement
• Build quality-control systems for customer conversations
• Improve execution consistency across customer touchpoints
• Drive accountability and operational discipline across the team
• Build scalable customer engagement processes for future growth

What This Role Is Not

• Not a basic customer support or ticket-handling role
• Not a call-centre-only operations role
• Not a passive lead forwarding or coordination role
• Not a pure sales calling role without customer ownership

This role is assessed on customer experience quality, lead conversion performance, assisted-commerce outcomes, operational scalability, and customer intelligence capability.

Profile & Experience

• 3–5 years of experience in:
• Customer experience operations
• Inside sales
• Customer success
• Assisted commerce
• Experience in consumer electronics, omnichannel retail, or marketplace businesses preferred
• Experience handling customer conversion funnels and lead management systems preferred
• Strong customer empathy combined with commercial understanding
• Comfortable operating in fast-paced startup environments

Required Skillset

• Customer Experience Management
• Inside Sales Operations
• Lead Management & Funnel Tracking
• CRM & Customer Operations
• Data Analysis & Reporting
• Excel / Google Sheets
• Customer Communication
• AI & Workflow Automation Understanding
• Problem Solving & Process Design
• Team Leadership & Execution Management
• Cross-functional Coordination

How Success Is Measured

• Lead conversion %
• Revenue generated through assisted sales
• Customer satisfaction and interaction quality
• Response TAT improvement
• Lead response efficiency
• Funnel visibility and reporting quality
• Customer retention and repeat engagement
• AI/automation adoption effectiveness
• Upsell and attachment conversion performance
• Team productivity and operational consistency

Why This Role Matters

This role sits at the center of customer trust, assisted commerce, and conversion execution within the e-commerce business.

Strong performance directly improves customer confidence, conversion efficiency, assisted-sales revenue, and long-term customer relationship quality.

The role carries significant ownership across customer interaction systems, inside-sales execution, customer intelligence, and conversational commerce scalability.

Success in this role will directly influence how customers experience the brand — and how effectively customer conversations translate into long-term business growth.