The Manager: Customer Excellence – Inside Sales is a full-time, in office role based in Mumbai. This role oversees the inside sales team, driving lead generation, conversion, and revenue growth while ensuring exceptional customer experiences.

Responsibilities

Revenue Generation

- Drive the team to consistently hit monthly/quarterly pre-sales revenue targets through consultative selling — this is the heartbeat of the role
- Own lead-to-order conversion across website chat, calls, Instagram/WhatsApp DMs, and abandoned carts, tracked via CRM
- Grow Average Order Value through effective upselling and cross-selling against baseline benchmarks

Customer Experience & Retention

- Track CSAT and customer feedback closely, and drive continuous improvement initiatives based on insights
- Own resolution of complaints, returns, cancellations, and escalations.

Team Leadership

- Manage daily/weekly lead volume distribution, roster planning, and attendance across the team
- Ensure SLA compliance across the pre-sales function,



with clear corrective plans wherever gaps show up
- Run regular quality audits against a QA scorecard — evaluating persuasion technique, product knowledge, accuracy of claims, and adherence to a premium, trust-building brand tone tailored for new parents

- Deliver timely, accurate MIS/performance reporting to leadership

Requirements

- Minimum 3-5 years experience managing an inside sales / pre-sales team, ideally in D2C, e-commerce, or a consumer-facing environment
- Comfort working across CRM and multi-channel sales (chat, call, social/DM)
- Sharp analytical instincts for reading conversion data, AOV trends, and SLA metrics, and turning them into action
- Excellent communication skills and a natural feel for tone — especially the empathy needed to sell to new parents
- High ownership and a bias for action on escalations and customer issues

📌 Manager : Customer Excellence- Inside Sales (Mumbai)
🏢 AllThingsBaby
📍 Mumbai