Job Description

Experience: 6+ Years

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Location: Viman Nagar, Pune

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Department: Growth / Sales & Customer Experience

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Reports To: Head of Marketing

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Job Type: Full-time

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Position Overview

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

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

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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.

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Key Responsibilities1. Inside Sales & Customer Acquisition

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

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- Lead the Customer Care team and ensure timely and effective resolution of customer queries and complaints.
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- Build processes to improve overall customer satisfaction and customer experience.
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- Monitor customer feedback, complaints, cancellations, refunds, and service issues to identify recurring problems.
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- Ensure consistent communication with customers across calls, WhatsApp, email, and other customer touchpoints.
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- Develop escalation mechanisms and ensure critical customer issues are resolved within defined timelines.
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3. Retention & Repeat Sales

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

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

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

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- Work closely with Marketing,



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

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

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Experience:

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- 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.
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- Minimum 2–3 years of experience managing a customer-facing sales/customer-care team.
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Key Skills:

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

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The success of this role will be measured through:

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

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- Mobile / WhatsApp: (phone hidden)
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📌 Customer Acquisition Manager (Pune)
🏢 Desi Farms
📍 Pune