Experience: 6+ Years

Location: Viman Nagar, Pune

Department: Growth / Sales & Customer Experience

Reports To: Head of Marketing

Job Type: Full-time

Position Overview

We are looking for a Customer Acquisition Manager to lead our Inside Sales and Customer Care function, with a strong focus on converting leads into customers, improving customer experience, driving repeat purchases, and building a high-performing customer-facing team.

The role will own the complete customer journey — from lead generation and first interaction to conversion, onboarding, customer satisfaction, retention, and repeat sales.

The ideal candidate should have strong experience in inside sales, telesales, customer relationship management, team handling, sales conversion, and customer retention, along with a data-driven approach to improving business performance.

Key Responsibilities1. Inside Sales & Customer Acquisition

- Lead and manage the Inside Sales / Tele-sales team to achieve monthly acquisition and revenue targets.
- Develop effective processes for lead follow-up, qualification, conversion, and onboarding.
- Improve lead-to-customer conversion through structured calling and follow-up processes.
- Establish sales scripts, call journeys, objection-handling frameworks, and follow-up mechanisms.
- Track and improve lead response time, contact rate, conversion rate, average order value, and revenue per customer.
- Identify opportunities to cross-sell and upsell products to existing and new customers.

2. Customer Care & Experience
- Lead the Customer Care team and ensure timely and effective resolution of customer queries and complaints.
- Build processes to improve overall customer satisfaction and customer experience.
- Monitor customer feedback, complaints, cancellations, refunds, and service issues to identify recurring problems.
- Ensure consistent communication with customers across calls, Whats App, email, and other customer touchpoints.




- Develop escalation mechanisms and ensure critical customer issues are resolved within defined timelines.

3. Retention & Repeat Sales
- Develop strategies to increase repeat purchases, customer retention, and customer lifetime value (LTV).
- Build structured follow-up journeys for new customers, inactive customers, and high-value customers.
- Work closely with Marketing to develop retention, reactivation, referral, and loyalty campaigns.
- Identify reasons for customer churn and implement corrective actions.

4. Team Management
- Recruit, train, coach, and manage the Inside Sales and Customer Care team.
- Set individual and team-wise targets and KPIs.
- Conduct regular performance reviews and provide continuous coaching.
- Build a performance-driven culture focused on customer experience and revenue generation.
- Create SOPs, call guidelines, escalation matrices, and performance benchmarks.

5. Data & Performance Management
- Track and report key metrics including:
- Leads received
- Contactability
- Conversion %
- Revenue generated
- Average Order Value
- Customer Acquisition Cost
- Repeat Purchase %
- Retention %
- Customer complaints
- Resolution TAT
- Customer Satisfaction
- Agent productivity
- Build daily/weekly/monthly dashboards for management.
- Analyse customer and sales data to identify opportunities for improving conversion and retention.
- Use data and customer insights to continuously optimize sales and customer-care processes.

6. Cross-Functional Collaboration
- Work closely with Marketing,



Operations, Supply Chain, Product, and Digital teams to ensure a seamless customer journey.
- Share customer insights with Marketing to improve campaigns, offers, communication, and targeting.
- Coordinate with Operations and Supply Chain to resolve delivery and product-related customer issues.
- Work with Marketing on campaigns designed to generate new customers, repeat orders, referrals, and reactivation.

7. CRM & Technology
- Own and improve CRM processes for lead and customer management.
- Ensure accurate tracking of customer interactions, follow-ups, sales, and complaints.
- Identify opportunities to automate customer communication and follow-up through Whats App, CRM, IVR, and other tools.
- Maintain accurate customer databases and ensure proper lead allocation to the sales team.

Requirements

Experience:

- 6+ years of experience in Inside Sales, Customer Acquisition, Telesales, Customer Success, Customer Care, or CRM, preferably in FMCG, D2C, E-commerce, Retail, or Consumer businesses.
- Minimum 2–3 years of experience managing a customer-facing sales/customer-care team.

Key Skills:

- Strong sales and conversion orientation.
- Excellent people-management and team-handling skills.
- Solid communication and interpersonal skills.
- Customer-centric approach with commercial understanding.
- Strong analytical and problem-solving abilities.
- Experience with CRM and customer-management tools.
- Ability to build processes and SOPs from the ground up.
- Robust understanding of customer retention and repeat purchase behaviour.

Key Success Metrics

The success of this role will be measured through:

Customer Acquisition | Sales Conversion | Revenue | Repeat Purchase | Retention | Customer Satisfaction | Team Productivity | Complaint Resolution | Customer Lifetime Value

- Mobile / Whats App: (phone hidden)

📌 Customer Acquisition Manager (India)
🏢 Desi Farms
📍 India