Lead Generation & Customer Experience Manager
About the Role
The Lead Generation & Customer Experience Manager will design and execute strategies to attract, convert, and nurture leads across multiple digital and offline touchpoints. This role also manages the inside sales and e-commerce CX team, ensuring seamless customer journeys and revenue generation.
Responsibilities
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Build and scale digital business channels (e-commerce, WhatsApp commerce, trade platforms, direct outreach).
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Manage inside sales/tele-sales team for effective lead conversion and customer support.
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Design and implement multi-channel campaigns (email, social media, cold outreach, webinars, content syndication).
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Track and report on KPIs like lead quality, conversion rates, and cost-per-lead, using CRM dashboards.
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Collaborate with category managers and marketing to ensure campaigns target the right audience.
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Leverage CRM and automation tools (HubSpot/Salesforce/Zoho) to optimize lead pipelines.
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Enhance customer post-sales experience to drive retention and repeat business.
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Develop scalable processes for lead qualification and handover to sales teams.
Must-Have Qualifications
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3–5 years in BPO, e-commerce CX, lead generation, or inside sales.
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Proven ability to manage tele-sales/customer success teams.
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Data-driven with working knowledge of CRM tools.
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Bachelor’s degree required.
Preferred Skills
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MBA or Tier-1 undergrad.
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Experience with marketing automation platforms and analytics dashboards.
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Excellent stakeholder management and presentation skills.
What We Offer
Opportunity to shape digital-first customer engagement