Job Title: OMNI Channel Lead Management Executive (Lead Jockey)

Department

OMNI Channel

Reporting To

Regional Business Manager (RBM) & Central OMNI Team (Dual Reporting)

Industry

Jewellery Retail

Job Location

Regional Office / Store Location

Job Summary

We are looking for a dynamic and result-oriented OMNI Channel Lead Management Executive to drive online lead conversion and enhance customer experience through effective lead management and store coordination. The role involves working closely with retail stores, Lead Champs, Regional Business Managers, and the Central OMNI team to ensure timely lead action, improved conversion rates, and seamless customer journeys across online and offline channels.

The ideal candidate should possess a blend of retail and e-commerce experience, strong sales acumen, analytical capabilities, and the ability to collaborate across multiple stakeholders to improve business performance.

Key Responsibilities

Lead Management & Sales Conversion

- Manage and monitor online leads assigned to the region and own store.
- Ensure every lead is actioned within 2 hours of assignment.
- Achieve 0% lapsed leads across the assigned region.
- Drive monthly lead conversion targets (minimum 30% MTD conversion or as assigned).
- Review Work-in-Progress (WIP) leads and ensure closure within 30 days.
- Prioritize leads based on conversion potential and business requirements.
- Support stores in converting online enquiries into store visits and sales.

Store Coordination & Performance Management

- Conduct daily cadence calls with Lead Champs and store teams.
- Review store-wise lead performance and conversion metrics.
- Collaborate with ABMs, RBMs, and Central OMNI team to improve lead closure efficiency.
- Visit stores regularly for performance reviews, support, and coaching.




- Train Lead Champs and Retail Sales Officers (RSOs) on lead management best practices.
- Ensure adherence to OMNI lead management processes and service standards.

Data Analysis & Reporting

- Analyze lead performance, conversion trends, and customer engagement data.
- Support Lead Champs with lead prioritization and performance analytics.
- Prepare and present performance reports to business stakeholders.
- Use data-driven insights to identify improvement opportunities and increase conversions.
- Track SLA adherence and ensure timely resolution of customer enquiries.

Process Improvement & Root Cause Analysis

- Analyze trends and recurring themes related to online leads.
- Identify gaps in the lead management and joint closure process.
- Work with relevant stakeholders to resolve broken customer journeys.
- Recommend improvements to store operations and lead management practices.
- Continuously improve lead resolution processes to reduce SLA timelines and increase conversions.
- Share actionable feedback with business teams to enhance customer experience and operational efficiency.

Stakeholder Management

The role requires close collaboration with:

- Retail Operations Team
- Central OMNI Team
- Customer Service Team
- Customer Experience Team
- IT Team
- Marketing Team
- Business Stakeholders
- ABMs & RBMs
- Store Teams and Lead Champs

Key Performance Indicators (KPIs)





- 100% lead action within 2 hours
- 0% lapsed leads
- Minimum 30% lead conversion achievement (or as assigned)
- Closure of WIP leads within 30 days
- Store engagement and training effectiveness
- SLA compliance
- Customer experience and lead journey improvement
- Regional lead management performance

Candidate Profile

Education

- Graduate in any discipline
- MBA preferred

Experience

- 2-6 years of experience in Retail, OMNI Channel, E-commerce, CRM, Lead Management, Sales Operations, or Customer Engagement.
- Experience in Jewellery Retail will be preferred.

Required Skills

- Solid understanding of retail and e-commerce business operations.
- Knowledge of lead management and customer lifecycle management.
- Good understanding of the jewellery category and customer buying behavior.
- Strong communication and interpersonal skills.
- Good influencing and sales closing skills.
- Analytical mindset with problem-solving ability.
- Ability to coordinate and work with cross-functional teams.
- Strong stakeholder management skills.

Technical Skills

- MS Excel (Mandatory)
- VLOOKUP
- Pivot Tables
- SUM Functions
- Filters
- Basic Reporting & Analytics

- Basic Data Analytics and Reporting

Preferred Keywords for Naukri Search

OMNI Channel, Lead Management, CRM, Sales Operations, Retail Sales, E-commerce, Customer Engagement, Lead Conversion, Jewellery Retail, Store Operations, Business Analytics, Sales Coordination, Customer Experience, Retail Operations, Lead Generation, Performance Management

Recommended Naukri Designation

OMNI Channel Lead Management Executive

(Alternative: OMNI Channel Sales & Lead Management Executive this may attract a larger and more relevant candidate pool on Naukri.)

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