Sales and Customer Service Manager

4 weeks ago

Bengaluru, Karnataka, India Crave by Leena Full time
- About Crave by Leena

Crave by Leena is Bangalore's leading direct-to-consumer premium patisserie, offering 100% eggless, clean-ingredient cakes, desserts, and celebration treats. We pride ourselves on delivering exceptional customer experiences online through cravebyleena.com and via social media. With a high volume of inbound inquiries from marketing efforts, we are now expanding our sales and customer service team and looking for a hands-on leader to take full ownership of the sales & customer service performance, tools, and processes.

- Role: Sales & Customer Service Manager (with Contact Center Experience)

We are looking for a seasoned professional with a minimum of 5 years of experience managing contact center teams, preferably in the FMCG or food industry. You will be responsible for leading and growing a high-performing inside sales and customer service team across phone and chat. You will drive KPIs, implement process improvements, ensure customer delight, and take complete ownership of the team's output and quality.

- Key Responsibilities
- Own day-to-day performance of inbound sales and customer service agents (currently a 3-member team and growing).
- Ensure 100% call and chat coverage – no missed calls or chats, and timely responses.
- Monitor quality of calls and chats regularly; provide coaching, training, and feedback.

Ensure individual and team targets are achieved – daily, weekly, monthly.

- Set up clear SLAs and reporting systems for call response, chat FRT, customer resolution, and conversion rates.
- Coordinate with internal stakeholders (delivery, kitchen, management) to resolve escalations.
- Hire and onboard new inbound/outbound sales agents and customer support executives.
- Implement effective sales scripts, escalation protocols, and call/chat SOPs.
- Optimize performance using analytics tools and dashboards. Must be strong with reporting and insights.
- Lead automation and AI-driven improvements in chat and telephony workflows.

- Tools & Software Exposure (Preferred)
- Exotel (telephony platform) – monitoring, analytics, call logs.
- Bitespeed (chat + CRM platform) – chat scripts, workflows, analytics.
- Shopify – D2C e-commerce order tracking and customer data.
- Zoho – for dashboards, data tracking, SLA monitoring.
- Any AI-driven tools for chat, voice, or automation (Haptik, Yellow.ai, etc.) – a big advantage.

- Key Skills & Requirements
- Minimum 5 years experience in managing customer service/sales teams in a contact center, BPO, or D2C brand environment.
- Proven experience with quality audits, performance tracking, agent development.
- Strong with customer resolution frameworks, CRM tools, and sales conversion strategies.
- Excellent communication skills in English (spoken and written).
- Process-driven mindset, highly analytical, KPI-oriented.
- Ability to work hands-on and lead by example – not just a people manager.
- Passion for creating delight in every customer interaction.

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