Customer Excellence Manager , Inside Sales

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.

Responsablities

RevenueGeneration

• Drive the team to consistently hit monthly/quarterly pre-sales revenue targets through consultative selling
• 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

CustomerExperience&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

TeamLeadership

• Ensure SLA compliance across the pre-sales function, with clear corrective plans wherever gaps show up
• 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