National Head - Voice and Digital Business

As the National Head, Voice & Digital Business, you will lead and scale IndiaMART's voice and digital sales and servicing organization — a 1,500+ strong distributed business that today contributes a meaningful share of customer acquisition, retention, and revenue. The role is anchored on two non-negotiable stakeholders — our Customers and our People — and success will be measured by the outcomes delivered for both.

This is a 100 to 1000 scaling role, the mandate is to take an established business and grow it materially. The primary goal is to scale the top line while maintaining current profitability levels.

The secondary goal is to expand the bottom line through automation, AI deployment, and operational efficiency gains.

The ideal candidate is a strategic executor who has led large tele teams in B2B sales, thinks tech-first, runs the business with a profitability lens, and has a proven track record of running inside sales, tele, or customer operations at scale, driving sales productivity and conversion across distributed teams, in a matrix organization. At its core, this is a sales leadership role.

1. P&L Leadership Across Three Verticals

• Own consolidated P&L across the voice and digital sales and customer operations business, with sharp focus on scaling top line while protecting bottom line.

• Lead three P&L verticals through dedicated heads:

(a) Customer Acquisition,

(b) Servicing, Upsell & Renewal,

(c) Winback.

• Build and execute the Annual Operating Plan (AOP) across verticals — balancing topline growth, CAC, LTV, NRR, and bottom-line outcomes.

• Drive rigorous funnel and cohort discipline — from lead source quality to conversion to retention — and use it to allocate spend and effort dynamically.

2. Full Customer Lifecycle Ownership

• Own the customer lifecycle for tele-acquired customers end-to-end — acquisition, onboarding, activation, servicing, upsell, renewal, and winback.

• Drive churn reduction as a first-order metric; build early-warning systems, intervention playbooks, and winback engines at scale.

• Maximize Customer LTV and NRR through structured upsell, cross-sell, and renewal programs.

• Establish stringent SLAs for customer success, institutionalize Voice of Customer (VoC), and maintain a high NPS across the customer base.

3. Playbook & Operations Architecture

• Design and continuously refine playbooks defining target segments, calling strategies, and engagement models across verticals.

• Re-engineer workflows to improve complaint TAT, maximize First-Contact Resolution rates, and convert customer feedback into actionable improvements.

4. AI, Automation & Operational Efficiency

• Use AI, automation, and modern voice/digital tooling as levers to improve agent productivity, cost-to-serve, conversion, and quality — with measurable bottom-line impact.

• Partner with the product and tech teams to upgrade the voice and digital sales/service stack as the business scales.

5. People & Organization

• Talent Acquisition: Drive the hiring engine to attract, identify, and onboard top-tier vertical heads, floor managers, and front-line agents at scale.

• Employee Retention: Design and implement incentive structures, career progression frameworks, and cultural initiatives to minimize agent and leadership churn in a high- pressure environment.

• Build a culture of extreme accountability, daily productivity discipline, and data-backed decision-making.

• Operate effectively in a matrix organization — balancing vertical P&L heads, central functions, and cross-functional partners.

Must-Haves

• Age below 40 years.

• 8+ years of post-MBA experience with a proven track record of high-growth progression.

• Proven experience leading large Inside Sales / Tele / Customer Operations teams at meaningful scale (1,000+ headcount).

• Direct experience leading customer-facing businesses across the full lifecycle — acquisition, servicing, retention, winback.

• Profitability-oriented — carried P&L ownership and delivered on unit economics, not just top line.

Preferred

• Education from a premier institution — IIT, IIM, ISB, or equivalent.

• Prior leadership experience in B2B, SaaS, new-age tech marketplaces, fintech,insurance, telecom, or tech-led financial services.

• Experience leading multi-lingual, multi-regional business operations across India.

• Demonstrated track record of scaling an existing business through a high-growth phase— not just managing steady state

• Tech-savvy operator — has evaluated and deployed AI/automation in voice/digital operations as efficiency levers.

• Hands-on familiarity with CCaaS / cloud telephony platforms, CRM-telephony integration, and conversation intelligence / speech analytics tools.