Customer Excellence Manager , Inside Sales

All Things Baby; Mumbai City; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

All Things Baby is seeking an Inside Sales Team Manager in Mumbai to lead a consultative pre-sales team. You will own revenue delivery across chat, calls, and social channels, coaching sellers to guide new parents through important purchases.

You will drive revenue targets, optimize lead-to-order conversion, and elevate AOV through upselling and cross-selling. Strong CRM and multi-channel platforms experience is essential.

Qualifications

• Experience leading inside sales/pre-sales teams in a consumer-facing environment.
• Proven track record of meeting revenue and conversion targets.
• Proficient across CRM and multi-channel sales (chat, call, social/DM).
• Coaching mindset with ability to develop pitches, product knowledge and confidence.
• Strong analytical skills to read conversion data, AOV trends and SLA metrics.

Responsabilités

• Drive the team to consistently hit monthly/quarterly pre-sales revenue targets through consultative selling.
• Own lead-to-order conversion across website chat, calls, Instagram/WhatsApp DMs, and abandoned carts, tracked via CRM.
• Build and coach a strong sales pitch and follow-up discipline that turns inquiries into confirmed orders.
• Grow Average Order Value through upselling and cross-selling against baseline benchmarks.
• Track CSAT and customer feedback, and drive continuous improvement initiatives based on insights.
• Resolve complaints, returns, cancellations, and escalations with recovery gestures to drive loyalty.
• Ensure SLA compliance across the pre-sales function with corrective plans.
• Lead training on sales pitch and product knowledge, including new launches and promotions.
• Deliver timely MIS/performance reporting to leadership.

Connaissances

Inside sales leadership

CRM proficiency

Coaching team

Multichannel selling

Customer experience

Analytics

Outils

CRM software

WhatsApp

Instagram DMs

Description du poste

About theRole

We're looking for a driven, customer-obsessed Inside Sales Team Manager to lead our pre-sales team and own revenue delivery across chat, call, and social channels (WhatsApp/Instagram DMs). You'll be at the intersection of sales strategy and customer experience coaching a team of consultative sellers who guide new parents through some of the most important purchase decisions they'll make for their little ones.

Responsablities

Revenue Generation

• Drive the team to consistently hit monthly/quarterly pre-sales revenue targets through consultative selling
• Own lead-to-order conversion across website chat, calls, Instagram/WhatsApp DMs, and abandoned carts, tracked via CRM
• Build and coach a strong sales pitch and follow-up discipline that turns inquiries into confirmed orders
• Grow Average Order Value through effective upselling (premium variants) and cross-selling (complementary baby-care products) 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 — including creative recovery gestures (like gift hampers) that turn a negative experience into loyalty

Team Leadership

• Ensure SLA compliance across the pre-sales function, with clear corrective plans wherever gaps show up
• Lead ongoing training and refreshers on sales pitch and product knowledge, including for new launches and promotions
• Deliver timely, accurate MIS/performance reporting to leadership

What We're Looking For

• Proven experience managing an inside sales / pre-sales team, ideally in D2C, e-commerce, or a consumer-facing environment
• Strong track record of hitting revenue and conversion targets through a team you've built orled
• Comfort working across CRM and multi-channel sales (chat, call, social/DM)
• A coaching mindset — you enjoy developing people's pitch, product knowledge, and confidence
• 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