Matrimony.com - Manager - Outbound Telesales (15-20 yrs)

- Matrimony.com Ltd is India's first pure play Wed-Tech Company to get listed on BSE and NSE. Its flagship brand Bharat Matrimony is the largest and the Most Trusted Matrimony Brand (as per the Brand Trust Report 2014). Over 2800 associates serve close to 6 million members.

- The company provides both matchmaking and wedding related services and is also complemented by 100+ company-owned retail outlets. Its flagship matchmaking services are Bharat Matrimony, Elite Matrimony and Community Matrimony. Jodii, a game changing vernacular matrimony service for common people was launched in 2022. With Jodii, Matrimony.com serves all facets of people on the economic spectrum - ranging from the HNI to the commoner.

- With a strong leadership in matchmaking, the company has fast expanded into the $55 billion wedding services Industry: Wedding Bazaar - the Largest Wedding Services Provider and Mandap.com - the Largest Online Wedding Venues Platform.

- Matrimony has also forayed into international markets with its UAE operations completing over 4 years and Bangladesh operations commencing in year 2021. The goal is to build a billion-dollar revenue company and a long-lasting institution with a legacy for the generations to come.

Role Overview:

- Personalised Services is a personalized matchmaking service aiding premium, HNI and Elite customers who need assistance in their partner search. We have highly motivated and trained 500+ relationship managers who have been responsible for 1000+ success stories every year and over 10,000 marriages since inception.

- Only matrimonial service with its geographical presence across India (10 branches) operating with multi-lingual relationship managers exclusively for Elite, HNI and Premium customers.

Key Responsibilities

Sales Strategy and Planning:

- Craft and implement strategic telesales plan to target HNI and Premium customers across regions.

- Identify and define the ideal customer profile for HNI and Premium segments, focusing on high-potential leads.

- Set and track monthly, quarterly, and annual sales targets and create action plans to meet or exceed these goals.

- Establish KPIs and metrics specific to outbound telesales for premium customers to measure productivity, conversion rates, and customer satisfaction.

- Should successfully adapt to changing market dynamics, understand the operating market including competition & transform business processes. matrimony.com ltd

Team Management

- Manage and mentor a team of telesales supervisors and agents across multiple regions, ensuring a high level of engagement and motivation.

- Develop sales playbook & orient the team to ensure compliance/adherence.

- Provide regular training programs tailored to high-end sales skills, customer relationship management, and understanding the expectations of HNI and Premium customers.

- Evaluate individual, team performance and take corrective & preventive action to meet revenue goals

- Establish processes to ensure regular coaching, feedback, and upskill team to be process ready in line with changing needs/requirement

- Continuous improvement plan aimed at improved sales techniques and customer interactions.

Customer Relationship Management:

- Develop and maintain strong relationships with HNI and Premium clients, ensuring a personalized sales approach that caters to their specific needs and preferences.

- Implement programs and strategies to enhance customer loyalty, including bespoke offers, exclusive deals, and premium customer support.

- Act as the escalation point for any issues or concerns raised by HNI and Premium customers, ensuring prompt and satisfactory resolution. Collaboration with Other Departments

- Work closely with marketing teams to create campaigns, promotions, and offers tailored to the HNI and Premium customer base.

- Collaborate with product and service teams to ensure that the offering aligns with the preferences and expectations of high-end customers.

- Ensure the telesales operations run smoothly, collaborating with customer service to maintain high standards of service delivery.

Data Analysis and Reporting

- Analyze telesales data to identify trends, patterns, and areas for improvement. Use data insights to refine strategies and improve conversion rates.

- Gather insights into HNI and Premium customer behaviour and preferences, adjusting sales pitches and approaches accordingly.

- Prepare and present detailed sales reports and dashboards to senior management, including achievements, challenges, and future strategies. Innovation and Continuous Improvement

- Process Improvement: Continuously assess and improve the outbound telesales process, ensuring efficiency and effectiveness in reaching HNI and Premium customers.

- Technology Utilization: Leverage CRM tools, telesales automation software, and other technologies to streamline operations and enhance the customer experience.

- Prepare regular reports on sales activities, performance, and forecasts.

- Identify areas for improvement and implement corrective actions

Skills & Competencies:

Leadership:

- Consultative Selling

- Executive Presence

- Problem Solving

- Data-Driven Decision Making

- Stakeholder Management

- Communication

- Customer Obsessed

- Flexibility to travel at short notice

Education and Experience:

- 15-20 years of expertise in sales and operations, managing large teams.

- Should have had experience working in Consumer Tech, Banking, Insurance or Telecom segments (preferably Outbound Telesales process)

- Proven track record of driving sales growth, increasing market share, and delivering impactful business outcomes.

- 8+ years of people leadership experience, with a history of building and leading high growth inside sales team.

- MBA from a good B-School preferred