Position: Executive Lead Management

Department: Customer Care

Company: Mafatlal Industries Limited

Reporting To: Customer Care & Lead Manager

Location: Mumbai

Employment Type: Full-Time

1. Role Purpose The Telemarketing Executive – Lead Management will be responsible for contacting, qualifying, nurturing and managing customer leads through telephone and digital communication channels.

Proactively contact existing customers, leads and prospective customers, understand their requirements, introduce suitable Mafatlal products, generate sales opportunities and ensure a positive customer experience throughout the sales journey. The Executive will be responsible for:

Outbound Calling Lead Qualification Requirement Understanding Follow-Up Conversion

2. Key Responsibilities

A. Outbound Telemarketing

- Make outbound calls to prospective and existing customers.

- Contact leads received through
- Website, Customer Care, Marketing campaigns, Exhibitions/events
- Introduce Mafatlal products and understand customer requirements.
- Generating interest and convert qualified leads into sales.
- Maintain professional telephone etiquette.
- Follow the approved tele calling script and communication guidelines.

B. Sales & Conversion

- Achieve assigned daily, weekly and monthly sales targets.
- Convert enquiries into orders wherever possible.
- Identify upselling and cross-selling opportunities.
- Handle customer objections professionally and work toward closure.
- Follow approved sales scripts, pricing and promotional guidelines.

C. Lead Management

- Contact newly assigned leads within the defined TAT.
- Prioritize leads based on customer interest and purchase potential.
- Maintain proper follow-up schedules.
- Ensure no qualified lead is left unattended.
- Update every interaction and lead status in the CRM
- Classify leads as:



Hot Warm Cold Not Interested Qualified Disqualified

D. Customer Relationship Management

- Maintain professional and courteous communication with customers.
- Build long-term relationships with existing customers.
- Take customer feedback and share relevant insights with the team.
- Coordinate with Sales, Logistics, Stores and other departments to resolve customer requirements.

E. CRM & Reporting

- Maintain accurate customer and lead information in CRM.
- Record call outcomes, customer requirements, follow-up dates and order status.
- Prepare daily/weekly activity reports.
- Highlight hot leads, pending follow-ups and potential sales opportunities.

3. Key Performance Indicators – KPIs

KRA

KPI / Measurement

Lead Response

% of leads contacted within defined TAT

Calling Productivity

Productive outbound calls per day

Follow-up

% of scheduled follow-ups completed

Lead Conversion

Leads converted qualified leads 100

Sales Achievement

Actual sales assigned target 100

Revenue

Revenue generated from outbound sales

*The final call-volume and connection targets should be set after reviewing Mafatlal's actual lead volume, database quality and average connect rate rather than using a generic industry number.

4. Skills Required

- Excellent telephone communication.
- Good convincing and negotiation skills.
- Persuasive but customer-friendly communication.
- Strong follow-up ability, Target-oriented approach.
- Positive customer relationship skills
- Target-oriented and self-motivated
- CRM knowledge, MS Excel / MS Office knowledge.
- Strong coordination with Sales and Marketing.

Languages: English and Hindi required 5. Qualification & Experience

Education: Graduate in any discipline.

Experience: 3~4 years in Telemarketing, Tele sales, Inside Sales, Lead Generation, Customer Care or CRM.

Experience in Textile, Apparel, Fabric, B2B, FMCG, Retail or Manufacturing will be an advantage.

📌 Lead Management Executive (Mumbai)
🏢 Mafatlal Industries
📍 Mumbai