Manager : Customer Excellence- Inside Sales

The Manager: Customer Excellence – Inside Sales is a full-time, on-site role based in Mumbai. This role oversees the inside sales team, driving lead generation, conversion, and revenue growth while ensuring exceptional customer experiences.

Responsibilities

Revenue Generation

•       Drive the team to consistently hit monthly/quarterly pre-sales revenue targets through consultative selling — this is the heartbeat of the role

•       Own lead-to-order conversion across website chat, calls, Instagram/WhatsApp DMs, and abandoned carts, tracked via CRM

•       Grow Average Order Value through effective upselling and cross-selling against baseline benchmarks

Customer Experience & Retention

•       Track CSAT and customer feedback closely, and drive continuous improvement initiatives based on insights

•       Own resolution of complaints, returns, cancellations, and escalations.

Team Leadership

•       Manage daily/weekly lead volume distribution, roster planning, and attendance across the team

•       Ensure SLA compliance across the pre-sales function, with clear corrective plans wherever gaps show up

•       Run regular quality audits against a QA scorecard — evaluating persuasion technique, product knowledge, accuracy of claims, and adherence to a premium, trust-building brand tone tailored for new parents

• Deliver timely, accurate MIS/performance reporting to leadership

Requirements

•    Minimum 3-5 years experience managing an inside sales / pre-sales team, ideally in D2C, e-commerce, or a consumer-facing environment

•    Comfort working across CRM and multi-channel sales (chat, call, social/DM)

•     Sharp analytical instincts for reading conversion data, AOV trends, and SLA metrics, and turning them into action

•    Excellent communication skills and a natural feel for tone — especially the empathy needed to sell to new parents

•   High ownership and a bias for action on escalations and customer issues