Telesales and Retention Manager

Lead the end-to-end tele sales and retention strategy, translating organizational priorities into commercially focused sales, retention, and revenue protection plans that drive sustainable growth, maximize recurring revenue, and improve overall business profitability.

Drive revenue growth by maximizing lead conversion, cross-selling, upselling, customer migrations, plan upgrades, device sales, fixed services, and new customer acquisitions across tele sales channels.

Own customer retention performance by implementing effective saving strategies, reducing voluntary churn, protecting recurring revenue, and improving customer lifetime value through commercially balanced retentions.

Manage sales pipelines, campaign execution, lead allocation, and calling strategies to maximize conversion, agent productivity, and channel contribution across all assigned product portfolios.

Build a high-performance sales and retention culture by narrowing performance gaps, supporting leaders and team, strengthening capability, and embedding disciplined performance management to consistently deliver revenue, savings, customer experience, and respective vertical success measures.

Partner with assigned Department, Finance, and Customer Operations leaders to influence roadmap decisions, product propositions, customer journeys, and go-to-market execution, ensuring tele sales and retention insights are used to grow share contribution across all relevant lines of business.

Use data, analytics, AI-powered tools, and performance intelligence to improve conversion, save rates, team productivity, customer experience, and cost-to-sell, enabling the channel to scale revenue efficiently while improving profit margins.

Future-proof the team by building capabilities in digital selling, AI-enabled lead prioritization, automation, advanced analytics, customer value management, and consultative sales, enabling the channel to grow contribution across all lines of business while maintaining a lean and cost-efficient operating model.

Identify opportunities to improve sales effectiveness through process optimization, automation, AI-enabled lead prioritization, CRM enhancements, and data-driven decision-making to increase productivity and reduce cost-to-sell.

Create a scalable Enterprise tele sales operating model that increases business customer penetration, protects enterprise recurring revenue, identifies upsell and cross-sell opportunities, and grows Enterprise contribution while maintaining disciplined cost-to-sell and efficient partner utilization.

Ensure compliance with regulatory requirements, sales governance, quality standards, and customer experience guidelines while maintaining high standards of ethical selling and customer interactions.

Monitor and analyze key operational and commercial KPIs including conversion rate, save rate, sales productivity, revenue generated, churn, quality scores, customer satisfaction, adherence, occupancy, and cost per acquisition, driving corrective actions to improve overall channel performance.

Identify emerging market opportunities, customer trends, and competitive insights to recommend new sales approaches, retention initiatives, and campaign opportunities that strengthen channel performance.

Support the expansion of tele sales activities into business customer segments by collaborating closely with relevant stakeholders including contract renewals, cross-selling opportunities, and customer retention.

Perform any additional project, task or activities assigned/delegated by the Line Manager

Qualifications

• Bachelor’s Degree or equivalent from a reputed university.

Minimum 10 years of relevant experience in Telecommunication management positions, preferably in sales activities

Experience and track record of stakeholder and higher management engagement with an ability to think independently, logically, and determine stakeholders and resources that could collaborate to reach the targets.

Knowledge and understanding to work with the team and can deliver initiatives through others.

Resilience in executing whatever is best for the customers and the business even in challenging situations. A good business sense and sales passion with people management experience and high-level presentation skills.

• MS office certifications is an advantage, with an understanding of AI Tools & Automation Platforms

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