Sales B2C Team Lead
Sales B2C Team Lead
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Job Description
Job Description Sales B2C Team Lead
Department: Sales (B2C)
Location: Jaipur Mansarovar Riico
Reporting To: Sales Manager / Operations Head
Team: Sales B2C Inbound Call Handling
Role Summary:
As a Sales B2C Team Lead at Moustache you will be responsible for supervising and driving a high-performance team of sales executives handling inbound bookings. Your role will include tracking daily performance coaching team members maintaining quality and conversion standards and ensuring every guest interaction aligns with the brands experience and booking goals.
Skills Required:
- 12 years of team handling or supervisory experience in sales/call center roles
- Excellent verbal communication and persuasive skills
- Strong knowledge of CRM tools sales funnels and performance tracking
- Ability to stay calm under pressure manage high call volumes and handle escalations
- A collaborative coach-like approach to leadership
Key Responsibility Areas (KRAs):
1. Team Target Achievement
Ensure 100% achievement of monthly sales targets by driving team performance daily monitoring and timely interventions. (Monthly)
2. Conversion Rate Management
Maintain a minimum team conversion rate of 7% (without tools) and 20% (with CRM AI bot support). Identify early gaps and coach team members accordingly. (Weekly)
3. Performance Reporting & Analytics
Publish daily reports covering lead allocation call volume follow-up status and conversions. Use insights for corrective actions. (Daily)
4. Sales Strategy Execution
Implement Moustaches sales initiatives monitor results and refine strategies to meet benchmarks. (Weekly)
5. Process Discipline
Ensure timely log-ins CRM usage proper call tagging and adherence to SOPs. Address deviations with corrective actions. (Daily)
6. Escalation & High-Value Query Handling
Resolve escalated or complex guest queries promptly. Support team in converting high-value leads. (Real-time)
7. Attrition & Retention
Maintain attrition below 30% through regular team engagement transparent communication and strong leadership. (Monthly)
8. Delegation & Development
Delegate responsibilities meaningfully to promote individual team member growth. Monitor development progress. (Ongoing)
9. Training & Capability Building
Share daily property and policy updates. Identify and groom one high-potential team member per quarter for promotion. Promote upselling and cross-selling. (Weekly / Quarterly)
10. Call Quality & Feedback Loop
Conduct regular call audits using a checklist. Provide constructive feedback and create improvement plans. (Weekly)
11. Cross-Functional Coordination
Coordinate with CRM Experience and Inventory teams to align strategy and resolve issues quickly. (As needed)
12. Team Engagement & Morale
Foster a motivating team environment. Publicly recognize achievements and privately address concerns. (Ongoing)
13. Onboarding Ownership
Lead onboarding and training for new joiners. Ensure readiness within 7 working days. (Per Joiner)
14. 1:1 Performance Reviews
Conduct structured weekly one-on-one reviews. Provide written data-backed feedback. (Weekly)
15. Pipeline Visibility & Follow-Up Hygiene
Maintain a live dashboard of open active and follow-up leads. Ensure no guest remains unattended. (Daily)
16. Inventory Push Contribution
Drive bookings for low-occupancy or priority properties according to the allocation strategy. (Weekly)
17. CRM Accuracy & Hygiene
Ensure real-time updates for calls follow-ups and tags. No lead should remain open beyond the defined TAT.
Required Experience:
Manager
Employment Type
Full-Time
