Sales B2C Team Lead

Job Description Sales B2C Team Lead

Department: Sales (B2C)

Location: Jaipur, Mansarovar Riico

Reporting To: Sales Manager / Operations Head

Team: Sales B2C Inbound Call Handling

Role Summary:

As a Sales B2C Team Lead at Moustache, you will be responsible for supervising and driving a high-performance team of sales executives handling inbound bookings. Your role will include tracking daily performance, coaching team members, maintaining quality and conversion standards, and ensuring every guest interaction aligns with the brands experience and booking goals.

Skills Required:

• 12 years of team handling or supervisory experience in sales/call center roles
• Excellent verbal communication and persuasive skills
• Strong knowledge of CRM tools, sales funnels, and performance tracking
• Ability to stay calm under pressure, manage high call volumes, and handle escalations
• A collaborative, coach-like approach to leadership

Key Responsibility Areas (KRAs):

1. Team Target Achievement

Ensure 100% achievement of monthly sales targets by driving team performance, daily monitoring, and timely interventions. (Monthly)

2. Conversion Rate Management

Maintain a minimum team conversion rate of 7% (without tools) and 20% (with CRM, AI bot support). Identify early gaps and coach team members accordingly. (Weekly)

3. Performance Reporting & Analytics

Publish daily reports covering lead allocation, call volume, follow-up status, and conversions. Use insights for corrective actions. (Daily)

4. Sales Strategy Execution

Implement Moustaches sales initiatives, monitor results, and refine strategies to meet benchmarks. (Weekly)

5. Process Discipline

Ensure timely log-ins, CRM usage, proper call tagging, and adherence to SOPs. Address deviations with corrective actions. (Daily)

6. Escalation & High-Value Query Handling

Resolve escalated or complex guest queries promptly. Support team in converting high-value leads. (Real-time)

7. Attrition & Retention

Maintain attrition below 30% through regular team engagement, transparent communication, and strong leadership. (Monthly)

8. Delegation & Development

Delegate responsibilities meaningfully to promote individual team member growth. Monitor development progress. (Ongoing)

9. Training & Capability Building

Share daily property and policy updates. Identify and groom one high-potential team member per quarter for promotion. Promote upselling and cross-selling. (Weekly / Quarterly)

10. Call Quality & Feedback Loop

Conduct regular call audits using a checklist. Provide constructive feedback and create improvement plans. (Weekly)

11. Cross-Functional Coordination

Coordinate with CRM, Experience, and Inventory teams to align strategy and resolve issues quickly. (As needed)

12. Team Engagement & Morale

Foster a motivating team environment. Publicly recognize achievements and privately address concerns. (Ongoing)

13. Onboarding Ownership

Lead onboarding and training for new joiners. Ensure readiness within 7 working days. (Per Joiner)

14. 1:1 Performance Reviews

Conduct structured weekly one-on-one reviews. Provide written, data-backed feedback. (Weekly)

15. Pipeline Visibility & Follow-Up Hygiene

Maintain a live dashboard of open, active, and follow-up leads. Ensure no guest remains unattended. (Daily)

16. Inventory Push Contribution

Drive bookings for low-occupancy or priority properties according to the allocation strategy. (Weekly)

17. CRM Accuracy & Hygiene

Ensure real-time updates for calls, follow-ups, and tags. No lead should remain open beyond the defined TAT.