ABOUT THE ROLE
The Customer Engagement Manager / Executive is the strategic custodian of the organization's customer data, lead pipeline, and end-to-end engagement lifecycle. This is a hands-on outreach role — you will personally drive cold calling and email campaigns to initiate and nurture leads, while also coordinating across marketing, field sales, and call center teams to keep the pipeline moving. You will own the full customer journey from first contact through to conversion and beyond, bringing innovation, process discipline, and a great customer experience to every interaction.
CORE RESPONSIBILITIES
DIRECT OUTREACH
- Cold Calling & Email Outreach Personally conduct structured cold calls and targeted email outreach to prospective customers. Qualify leads, pitch value propositions, and schedule follow-ups to drive pipeline movement.
DIRECT OUTREACH
- Outreach Cadence Management Build and manage multi-touch outreach sequences — calls, emails, and follow-ups — with defined timing and messaging tailored to lead stage, segment, and behaviour.
- Lead Pipeline Ownership Own and manage the full lead pipeline — from acquisition to conversion — ensuring accurate status updates, stage progression, and zero lead leakage across all segments.
- Customer Data Custodian Maintain a clean, enriched, and segmented customer database. Govern data quality standards and ensure compliant usage across teams and campaigns.
- Pre & Post Sales Engagement Design and execute engagement journeys that mature leads into sales, and sustain customer relationships post-purchase to drive retention and upsell opportunities.
- Campaign Innovation Conceptualize and run innovative, multi-channel engagement campaigns — digital, telephonic, and field-based — tailored to customer segments and buying stages.
- Tools & Process Efficiency Identify, deploy, and optimize CRM tools, automation workflows, and engagement platforms to make every customer interaction visible, efficient, and scalable.
- Management Reporting Provide timely, insightful reporting on lead pipeline health, stage-wise distribution, segment performance, and campaign ROI to senior management.
DIRECT OUTREACH — IN DETAIL
- Cold Calling Execute a daily/weekly call plan against assigned lead lists. Deliver a compelling, concise pitch, handle objections confidently, and log every interaction in the CRM in real time. Meet defined daily call volume and connect rate targets.
- Email Outreach & Sequencing Write and send personalized cold and warm emails — introductory, follow-up, and re-engagement. Build email sequences using automation tools. Track open rates, click-through rates, and replies to continuously improve messaging.
- Lead Qualification & Handoff Qualify leads through outreach conversations using defined criteria (BANT or equivalent). Warm-transfer high-intent leads to field sales with a complete context brief. Ensure no qualified lead is lost between handoff stages.
- Script & Template Development Develop and iterate on calling scripts, objection-handling frameworks, and email templates. Share winning playbooks with call center teams to standardize best practices across the broader outreach function.
KEY PERFORMANCE INDICATORS
- Daily Call Volume Calls Made / Day
- Connect Rate Calls → Conversations
- Lead Conversion Pipeline → Sale %
- Email Open Rate Open & Reply %
- Pipeline Accuracy Stage Update SLA
- Post-Sale NPS Customer CSAT
TEAM COLLABORATION
- Call Center Teams Share outreach scripts, align on call cadence, and ensure consistent messaging and real-time CRM updates.
- Field Sales Teams Warm-handoff qualified leads with full context; sync on pipeline stages, visit schedules, and conversion milestones.
- Marketing Teams Collaborate on campaign briefs, inbound lead flow, segment targeting, and email content for outreach sequences.
- Senior Management Deliver pipeline dashboards, outreach performance metrics, and strategic recommendations.
WHAT YOU'LL BRING
Core Requirements
- Proven experience in cold calling and direct email outreach — comfortable making high-volume calls daily
- Strong verbal and written communication — persuasive, clear, and professional
- 3–7 years in CRM, customer engagement, or sales/tele-sales operations
- Proficiency with CRM platforms (Salesforce, HubSpot, Zoho, or similar)
- Experience coordinating across sales, marketing, and service teams
- Strong analytical skills — comfortable with pipeline data and dashboards
- Familiarity with email automation and sequencing tools
Nice to Have
- Experience building cold outreach playbooks or training others on call scripts
- Background in B2B, real estate, BFSI, or B2C high-involvement sales
- Hands-on use of digital tools like Outreach.io, Apollo, Lemlist, or similar
- Experience with WhatsApp Business, SMS, or multi-channel sequences
- Built or redesigned a lead management process from scratch
- Data visualization skills (Power BI, Tableau, or similar)
WHAT SUCCESS LOOKS LIKE
- A fully active outreach engine — calls made, emails sent, leads contacted and progressed daily
- Every lead has a next action, a last contact date, and an owner — no lead sits idle
- Field sales receives warm, well-briefed leads — not cold handoffs
- Management always has a real-time view of pipeline health and outreach performance
- Customers feel engaged, informed, and valued at every step of their journey
- New campaign ideas are regularly tested, measured, and scaled based on results
