Manager - Customer Excellence, Inside Sales

Location: Lower Parel, Mumbai

About the Role

We're looking for a driven, customer-obsessed Inside Sales Team Manager to lead our pre-sales team and own revenue delivery across chat, call, and social channels (WhatsApp/Instagram DMs). You'll be at the intersection of sales strategy and customer experience coaching a team of consultative sellers who guide new parents through some of the most important purchase decisions they'll make for their little ones. If you love building high-performing teams, thrive on hitting targets, and believe great selling starts with genuinely understanding the customer, this role is for you.

What You'll Own

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
- Build and coach a strong sales pitch and follow-up discipline that turns inquiries into confirmed orders
- Grow Average Order Value through effective upselling (premium variants) and cross-selling (complementary baby-care products) 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 including creative recovery gestures (like gift hampers) that turn a negative experience into loyalty

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
- Lead ongoing training and refreshers on sales pitch and product knowledge, including for new launches and promotions
- Deliver timely, accurate MIS/performance reporting to leadership

What We're Looking For

- Proven experience managing an inside sales / pre-sales team, ideally in D2C, e-commerce, or a consumer-facing environment
- Strong track record of hitting revenue and conversion targets through a team you've built or led
- Comfort working across CRM and multi-channel sales (chat, call, social/DM)
- A coaching mindset you enjoy developing people's pitch, product knowledge, and confidence
- 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

Why Join Us You'll lead a team that sits right at the centre of the customer journey where excellent selling and great care aren't separate things. If you want a role where your team's numbers and your customers' trust grow together, we'd love to talk.

Interested? Apply now and complete the evaluation form :

https://forms.gle/VqgB1uX4mmNQBBKw9

📌 Team Lead - Inside Sales | Omnichannel - Lower Parel (Mumbai)
🏢 All Things Baby
📍 Mumbai