Senior Conversion Rate Optimizer

Position: Senior CRO

Company: UGI

Department: CRO Team

Job Location: Kochi, Kerala

Job Type: Full-time

Reports To: General Manager (GM)

Job Summary

UGI is seeking a highly analytical, strategic, and results-driven Senior Conversion Rate Optimizer (Senior CRO) to lead its Conversion Rate Optimization Team. The role is responsible for improving admission and repayment conversion performance across business operations by identifying conversion opportunities, optimizing sales processes, enhancing customer engagement strategies, and implementing data-driven improvements.

Key Responsibilities

Conversion Rate Optimization

- Develop and implement strategies to improve lead-to-admission conversion rates.
- Identify bottlenecks in the customer journey and recommend corrective actions.
- Monitor conversion performance across Sales and Repayment teams.
- Analyse customer behaviour and conversion trends.
- Drive continuous optimization initiatives.

Sales Performance Optimization

- Monitor sales funnel performance and executive productivity.
- Identify lead leakage and missed opportunities.
- Review follow-up quality and sales process compliance.
- Support Branch Managers with performance improvement initiatives.

Repayment Conversion Optimization

- Monitor repayment follow-up effectiveness and recovery performance.
- Analyse overdue cases and recommend improvement strategies.
- Coordinate with Finance and Repayment teams to improve collections.

Team Leadership

- Lead, mentor and manage the CRO Team.
- Set KPIs and monitor productivity.
- Conduct daily huddles and weekly reviews.
- Coach CRO Executives on analytics, audits and process improvements.





Quality Audits & Performance Reviews

- Audit sales and repayment processes.
- Review customer interactions and SOP adherence.
- Provide structured feedback and action plans.

Business Analytics & Reporting

- Prepare Daily Conversion Dashboards, Branch Performance Reports, Executive Productivity Reports, Lead Funnel Analysis, Admission & Repayment Reports, Lost Chance Analysis, Weekly Reviews and Monthly MIS.

Process Improvement

- Standardize best practices across branches.
- Develop and update SOPs.
- Recommend automation and operational improvements.

Cross-Functional Collaboration

- Partner with Sales, Repayment, Marketing, Finance, Operations and Branch Managers to improve business performance.

Required Qualifications

Education

Bachelor's degree in Business Administration, Management, Marketing, Commerce, Operations or related field. MBA preferred.

Experience

4–6 years in Sales Operations, Conversion Optimization, Customer Success, Business Analytics or Process Improvement, including at least 2 years in a leadership role.

Required Skills

Technical: CRM Platforms (Zoho CRM, Salesforce, Microsoft Dynamics or equivalent), Advanced Excel, Google Sheets, MIS Reporting, Dashboard Preparation, Data Analysis, Sales Funnel Analysis.

Leadership: Team Leadership, Coaching & Mentoring, Decision Making, Performance Management, Stakeholder Management.

Core Competencies: Analytical Thinking, Strategic Planning, Business Acumen, Communication, Attention to Detail, Result Orientation, Adaptability.

Work Location: In person

Benefits

- Cell phone reimbursement
- Flexible schedule
- Internet reimbursement
- Paid sick time

Work Location: In person

📌 Senior Conversion Rate Optimizer (CRO) (Kochi)
🏢 UGI - UNITED GROUP OF INITIATIVES
📍 Kochi