Job DescriptionManager – B2B Demand & Customer Experience NMumbainInterestedplease connect with MAHEK (phone hidden) and drop CV at [email protected] NCompany is the largest premium bakery and patisserie brand in India. NManager – B2B Demand & Customer Experience NReporting To: Business Head – Corporate & Institutional Business NFunction: B2B Sales – Demand & Customer Experience NTeam Size: 5–6 Inbound Sales Executives NLocation: Head Office NRole OverviewnTheManager – B2B Demand & Customer Experience is responsible for maximizing revenue from all inbound B2B opportunities while ensuring an exceptional customer experience. This role owns the complete inbound funnel—from lead management and outreach planning to order conversion, customer satisfaction, and seamless handoff to fulfilment teams. NKey ResponsibilitiesnRevenue & Team Leadership Nn Lead, coach, and develop a high-performing inbound sales team. N Drive productivity, conversion, revenue achievement, and customer satisfaction. N Establish performance metrics, conduct pipeline reviews, and build a culture of accountability. NnLead & CRM Management Nn Own all inbound B2B leads across stores, website, referrals, and partner channels. N Ensure CRM discipline, lead tracking, data accuracy, and timely follow-ups. N Develop outreach calendars, re-engagement campaigns,



and customer nurturing programs. NnOrder Conversion &Handoff; Nn Support the team in closing complex and high-value opportunities. N Ensure accurate and complete transfer of confirmed orders to fulfilment teams. N Define and maintain handoff processes to eliminate execution gaps. NnCustomer Experience Nn Establish servicestandards across all customer touchpoints. N Manage escalations, complaint resolution, and customer recovery initiatives. N Drive customer delight,repeat business, referrals, and long-term relationships. NnReporting & Continuous Improvement Nn Monitor funnel performance, response times, conversion rates, and customer metrics. N Identify process improvements and implement best practices across the inbound journey. NnQualifications & Experience Nn 3–6 years of experience in B2B, corporate sales, or account management. N Prior experience in F&B;, FMCG, gifting, retail, or consumer businesses preferred. N Experience leading teams and managing high-volume inbound opportunities. N Robust CRM, sales planning, and customer management capabilities. NnKey Competencies Nn Revenue Leadership N CRM & Process Excellence N Customer Experience Management N Campaign & Outreach Planning N Data-Driven Decision Making N Cross-Functional Collaboration N

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