Customer Experience Team Lead

Ather Energy; Bengaluru; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Ather Energy in Bangalore invites a Team Lead - Experience Centre to oversee everyday sales operations, lead a team of Product Specialists, and ensure achievement of Test-Ride, Pre-Order, and Retail targets. You will coordinate with Marketing, Admin, and Inside Sales to nurture leads and drive local activation activities.

The role stresses superior customer interactions, reporting accuracy, and adherence to SOPs across tools like Floorstaff, OMS, and Metabase, while mentoring staff for growth

Qualifications

• Demonstrate expert-level selling techniques, including lead closure, cross-selling, and upselling.
• Apply expert negotiation skills to manage customer interactions and drive sales opportunities.
• Utilize advanced verbal communication skills in English and local languages for accurate information delivery.
• Execute advanced contingency handling and focus on customer experience to maintain high service standards.

Responsibilities

• Lead generation and pipeline building for everyday sales while ensuring timely addressal of leads at every funnel stage.
• Meet and exceed Test-Ride, Pre-Order, and Retail targets at both team and individual levels.
• Ensure diligent lead capturing across all tools (Floorstaff, OMS, Metabase) and generate reports to track fulfillment.
• Deliver superior customer experiences and solicit feedback to improve interactions at the experience center.
• Supervise lead generation activities for events and regional programs, maintaining daily stand-up sheets and loss analysis.
• Collaborate cross-functionally with Marketing, Admin, and Inside Sales to nurture leads and execute local activation activities.
• Manage the Product Specialist team through mentoring, performance management, rostering, and fostering brand connection.

Skills

Sales expertise

Negotiation

Verbal communication

Contingency handling

Education

Any graduate

Tools

Floorstaff

Microsite

JiRA

G-Suite

Job description

Role: Team Lead - Experience Centre

Location: Bangalore (IBC)

Reporting to:

Team name: Sales Operations

About the Team and the Role:

The Sales Operations team at Ather is responsible for managing lead generation, pipeline building, and the diligent execution of sales fulfillment activities across platforms like Floorstaff, OMS, and Metabase to drive retail targets.

This role is for a Team Lead - Experience Centre who will be responsible for leading everyday sales operations, ensuring superior customer interactions, and managing a team of Product Specialists to meet Test-Ride, Pre-Order, and Retail targets.

Responsibilities:

• Lead generation and pipeline building for everyday sales while ensuring timely addressal of leads at every funnel stage.
• Meet and exceed Test-Ride, Pre-Order, and Retail targets at both the team and individual levels.
• Ensure diligent lead capturing across all tools (Floorstaff, OMS, Metabase) and generate reports to track fulfillment.
• Deliver superior customer experiences and solicit constant feedback to improve interactions at the experience center.
• Supervise lead generation activities for events and regional programs, maintaining daily stand-up sheets and loss analysis.
• Ensure all checklists and SOPs are implemented and updated with lessons learned to reduce operational contingencies.
• Collaborate cross-functionally with Marketing, Admin, and Inside Sales to nurture leads and execute local activation activities.
• Manage the Product Specialist team through mentoring, performance management, rostering, and fostering brand connection.

Experience and Qualifications:

• Any graduate

Must Have Competencies:

1. Demonstrate expert-level proficiency in selling techniques, including lead closure, cross-selling, and upselling.
2. Apply expert negotiation skills to manage customer interactions and drive sales opportunities.
3. Utilize advanced verbal communication skills in both English and local languages to ensure accurate information delivery.
4. Execute advanced contingency handling and focus on customer experience to maintain high service standards.

Good to have Competencies:

1. Maintain a basic level of knowledge as an automobile enthusiast to stay updated on industry landscapes and competitor offerings.
2. Utilize G-Suite at a basic level for reporting and daily operational planning.
3. Navigate internal BI tools such as Floorstaff, Microsite, and JiRA at a basic level to track sales fulfillment.

Want to know more?

At Ather, we've built India's first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. We are expanding in India, and in the coming years, we look forward to scaling up and launching more products globally. Today, our product offerings include the Ather 450X, 450S, 450 Apex, and Rizta. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack.

Be You, With Us

The Ather story doesn't write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.