Manager – B2B Demand & Customer Experience

Mumbai

Interested please connect with MAHEK and drop CV at

Company is the largest premium bakery and patisserie brand in India.

Manager – B2B Demand & Customer Experience
Reporting To: Business Head – Corporate & Institutional Business
Function: B2B Sales – Demand & Customer Experience
Team Size: 5–6 Inbound Sales Executives
Location: Head Office

Role Overview
The Manager – 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.

Key Responsibilities
Revenue & Team Leadership
- Lead, coach, and develop a high-performing inbound sales team.
- Drive productivity, conversion, revenue achievement, and customer satisfaction.
- Establish performance metrics, conduct pipeline reviews, and build a culture of accountability.

Lead & CRM Management




- Own all inbound B2B leads across stores, website, referrals, and partner channels.
- Ensure CRM discipline, lead tracking, data accuracy, and timely follow-ups.
- Develop outreach calendars, re-engagement campaigns, and customer nurturing programs.

Order Conversion & Handoff
- Support the team in closing complex and high-value opportunities.
- Ensure accurate and complete transfer of confirmed orders to fulfilment teams.
- Define and maintain handoff processes to eliminate execution gaps.

Customer Experience
- Establish service standards across all customer touchpoints.
- Manage escalations, complaint resolution, and customer recovery initiatives.
- Drive customer delight, repeat business, referrals, and long-term relationships.

Reporting & Continuous Improvement
- Monitor funnel performance, response times, conversion rates, and customer metrics.
- Identify process improvements and implement best practices acro

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