Digital Sales Strategist
4 days ago
We're a leading marketplace, dedicated to simplifying online transactions with trust and ease. Our journey began in the MENA market, starting with second-hand electronics in KSA and expanding to used cars and collectibles. We've facilitated hundreds of thousands of transactions across 150+ locations, maintained 10,000 active listings, and received over 5 million app downloads.
Role Overview:The Telesales Manager will lead a dynamic team focused on improving customer experience and engagement. This role involves identifying customer pain points, providing tailored assistance, and guiding customers toward successful transactions.
Key Responsibilities:- Team Management:
Train and mentor telesales agents, fostering a high-performing team. Set clear performance goals, KPIs, and targets for the telesales team. Conduct regular performance reviews and provide actionable feedback. - Customer Engagement:
Oversee customer interactions, ensuring agents effectively reach out to customers who disengage at various stages of their app or website journey. Collaborate with agents to identify common customer pain points and develop solutions to address them. Monitor and ensure that customers receive timely and personalized assistance, encouraging them to re-engage. - Process Optimization:
Analyze customer feedback, engagement metrics, and call data to identify trends and areas for improvement. Work closely with the product, UX, and customer service teams to refine processes and features based on insights gathered. Develop and implement strategies to optimize the telesales process and enhance conversion rates. - Reporting and Analysis:
Generate and present regular reports on team performance, customer insights, and success metrics to leadership. Utilize CRM tools and dashboards to track and analyze customer interactions and team efficiency. - Collaboration:
Liaise with the marketing and product teams to align on campaigns and ensure consistent messaging. Coordinate with the customer service department to ensure seamless support.
- Bachelor's degree in Business, Sales, Marketing, or a related field.
- 5 years of experience in telesales or customer engagement roles with at least 2 years in a managerial capacity.
- Experience within sectors such as insurance, banking, real estate, telecommunications, or e-commerce is highly beneficial.
- Proven track record of leading and motivating a telesales team to meet and exceed targets.
- Excellent interpersonal and communication skills.
- Strong analytical mindset with the ability to interpret data and drive decisions.
- Proficient in CRM tools, sales software, and reporting dashboards.
- Fluent in Arabic and English (written and spoken).
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