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Member Success Team Lead

1 month ago

Delhi, Delhi, India Tide Full time

ABOUT TIDE

At Tide, we are building a business management platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2,000 employees.

Tide is rapidly growing, expanding into new products and markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

ABOUT THE TEAM:

The Member Accession Marketing Team (India) plays a crucial role in driving Tide's growth in the Indian market by acquiring and onboarding new members from small and medium-sized enterprises (SMEs). The team designs marketing strategies to engage potential members, guide them through smooth onboarding, and ensure they are well-equipped to leverage Tide's suite of financial and administrative tools. By creating localised campaigns, building strong relationships, and leveraging data for continuous improvement, the team fosters long-term member engagement — making Tide the preferred platform for Indian SMEs.

WHAT WE ARE LOOKING FOR:

We are seeking an experienced and performance-driven Member Success Team Lead to lead, coach, and manage a telesales team based in Delhi, India. The ideal candidate will play a key role in driving sales, improving conversion rates, and ensuring consistent team performance along with a high-quality customer experience.

Key Responsibilities:

  • Lead and manage a telesales team based in Delhi NCR to consistently achieve and exceed sales targets and KPIs.
  • Monitor daily team performance, call metrics, and assigned KPIs.
  • Listen to calls and provide real-time feedback to maintain high team performance.
  • Conduct daily and weekly feedback sessions including 1:1 coaching to support team members' growth.
  • Motivate the team to surpass targets via contests, incentives, and positive reinforcement.
  • Handle escalations and assist the team with complex queries and sales objections.
  • Prepare and present performance reports (daily, weekly, monthly) with insights and recommendations to stakeholders.
  • Assist in recruiting, training, and onboarding new team members.
  • Collaborate with cross-functional teams such as Campaigns, Product, Business Intelligence, and Support to implement feedback and support new initiatives.
  • Ensure compliance with scripts, regulations, and quality standards.
  • Keep updated with competitor analysis and market trends to stay ahead

Requirements:

  • 6+ years of overall experience, with 3+ years as a Team Leader in telesales or related sales environment.
  • Proven track record in upselling or cross-selling banking products such as Premium Accounts, Insurance, Loans, and others.
  • Target-oriented with a consistent history of meeting and exceeding sales targets.
  • Experience working in markets like UK, US, Canada, and Australia; UK experience is a plus.
  • Fluent in English with strong communication skills to effectively coach and mentor the team.
  • Experience in sales closure and not just lead generation.
  • Strong knowledge of outbound sales techniques, objection handling, and data analysis.
  • Familiarity with CRMs, diallers, and call monitoring tools.
  • Excellent interpersonal, sales, and coaching skills.
  • Ability to thrive in a fast-paced, target-driven environment.
  • Self-motivated with a high level of initiative and ownership.

Key Performance Indicators:

  • Daily and monthly sales targets
  • Call quality scores
  • Conversion rates
  • Call metrics (AHT, ATT, occupancy)
  • Attendance and adherence
  • Agent retention and engagement

WHAT YOU WILL GET IN RETURN:

  • 25 days of holiday
  • Additional health and dental insurance
  • Fully covered Multisport card
  • Food vouchers
  • Annual professional development budget of INR 40,000 and up to three paid L&D days off
  • Snacks, light food, and drinks available in the office
  • Enhanced family-friendly leave policies

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members' diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone's voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone's voice is heard.