Digital Sales (AM / Manager)

Tyaani Jewellery; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Tyaani Jewellery in Mumbai seeks an experienced Digital Sales Manager to lead online revenue growth across website and marketplaces. You will engage customers via CRM, act as a virtual stylist, and drive conversions through cross-selling and upselling while coordinating with offline stores for seamless visits and cross-channel support.

You will manage inquiries from first contact to order, monitor listings for accuracy, and address post-sales issues to maintain high CSAT.

Responsibilities

• Achieve online revenue goals through effective sales strategies, including abandoned cart follow-ups, cross-selling, upselling, and handling customer queries.
• Identify and convert potential leads into successful sales.
• Attend to customer queries routed through CRM promptly and professionally.
• Act as virtual stylist via chat or video calls to boost conversions.
• Manage the full online sales cycle from inquiry to order placement.
• Monitor listings on website and marketplaces for accuracy and optimization.
• Follow up on order statuses and coordinate with logistics for timely delivery.
• Support offline stores by guiding leads to visits.
• Address post-sales issues, including returns and refunds, maintaining CSAT.
• Proactively resolve grievances to retain trust and loyalty.
• Tag leads in CRM, provide sales reports and insights for management.

Job description

Designation: Digital Sales (AM / Manager)
Department: Online Sales

1. Revenue Targets

• Achieve online revenue goals through effective sales strategies, including abandoned cart follow-ups, cross-selling, upselling, and managing customer queries.
• Proactively identify and convert potential leads into successful sales.

2. Customer Query Management

• Attend to all customer and user queries routed through the CRM platform promptly and professionally.
• Act as a virtual stylist, assisting customers via chat or video calling to enhance their shopping experience and drive conversions.

3. Online Sales Execution

• Execute and manage the entire online sales cycle, from inquiry to order placement, ensuring a seamless customer experience.
• Monitor website and marketplace performance, ensuring all listings are accurate and optimized for sales.

4. Order Management

• Follow up on order statuses from the back end to ensure timely and accurate delivery for website and marketplace transactions.
• Coordinate with the logistics and dispatch teams to streamline the order fulfilment process.

5. Support for Offline Stores

• Assist the offline team by handling relevant customer queries and guiding potential leads to visit physical stores for purchases.

6. Post-Sales Customer Service

• Address post-sales issues, including grievances, returns, and refunds, ensuring customer satisfaction through prompt resolution.
• Maintain a high CSAT (Customer Satisfaction) score by delivering exceptional service.

7. Grievance Handling

• Proactively resolve customer grievances effectively and professionally to retain customer trust and loyalty.

8. Reporting and Lead Management

• Tag leads appropriately as per SOPs and maintain accurate records in the CRM for future reference.
• Provide regular sales performance reports and insights to the management for strategic planning.

9. Customer Engagement Platforms

• Handle online customer chats on Limechat and WhatsApp, ensuring quick and relevant responses.
• Reduce TAT (24hrs) for replies to improve overall efficiency and customer experience.

10. Client Visits to Store

• Coordinate with clients visiting stores, ensuring they receive personalized assistance and a seamless experience.

11. Online Sales Growth Initiatives

• Collaborate with the marketing team to execute promotions and campaigns that boost online sales.
• Analyze sales data and identify trends to improve conversion rates and overall performance.