Demand Team Leader

ESP Engineered; Gurugram District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

ESP Engineered in Gurugram District is seeking a Team Lead – Demand to manage demand agents and enhance customer engagement. You will oversee performance management, coordinate with supply teams, and ensure timely order fulfilment. Candidates should have a Bachelor’s degree and 2-4 years of experience in related roles, preferably in the e-commerce or agri-input industry. The role emphasizes strong team handling, customer-focus, and analytical skills. This is a full-time position located on-site in Haryana.

Qualifications

• 2–4 years of experience in telesales, demand generation, or CRM roles.
• Experience in e-commerce or agri-input industry preferred.
• Strong team handling and people management skills.

Responsibilities

• Lead, train, and monitor demand agents.
• Ensure consistent daily customer outreach and engagement.
• Track ticket creation, follow-ups, and closures.
• Monitor daily performance metrics including conversions and GMV.
• Handle customer escalations and ensure quick resolution.
• Validate agent reports on calls, orders, and tickets.
• Work closely with Supply and Logistics teams.

Skills

Team handling

Excellent communication

Analytical mindset

Customer-first approach

Proficiency in Excel

Education

Bachelor’s degree in Business, Commerce, Agriculture, or related field

Tools

CRM tools

Job description

Job Title: Team Lead – Demand (or Senior Executive – Demand)

Department: Demand / Sales

Experience: 2–4 Years

Job Summary

We are looking for a Team Lead – Demand to manage and drive the performance of demand agents, ensuring strong customer engagement, order conversion, and GMV achievement.

This role focuses on daily execution excellence, team performance management, and seamless coordination with supply teams to ensure order fulfilment and customer satisfaction.

Key Responsibilities

1. Team Management & Performance

• Lead, train, and monitor demand agents to achieve call productivity, conversion, and GMV targets
• Conduct regular performance reviews and provide coaching to improve output

2. Customer Engagement & Demand Generation

• Ensure consistent daily customer outreach, follow-ups, and lead nurturing
• Drive demand generation and closure through effective engagement

3. Demand Ticket Management

• Track ticket creation, follow-ups, and closures
• Coordinate with supply teams to ensure timely fulfilment of orders

4. GMV & Conversion Tracking

• Monitor daily performance metrics including conversions and GMV
• Ensure achievement of customer-wise and monthly targets

5. Customer Experience & Escalation Handling

• Handle customer escalations and ensure quick resolution
• Maintain high levels of customer satisfaction and repeat business

6. Data Accuracy & Reporting

• Validate agent reports on calls, orders, and tickets
• Ensure accuracy, completeness, and timely submission of reports

7. Cross-functional Coordination

• Work closely with Supply and Logistics teams
• Ensure smooth order processing and on-time delivery

Qualifications

• Bachelor’s degree in Business, Commerce, Agriculture, or related field
• 2–4 years of experience in telesales, demand generation, or CRM roles
• Experience in e-commerce or agri-input industry preferred
• Strong team handling and people management skills
• Excellent communication and coordination abilities
• Analytical mindset with focus on KPIs and performance tracking
• Proficiency in Excel, CRM tools, and reporting systems
• Customer-first approach with strong problem-solving skills