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Lead Generation & Customer Experience Manager - Shree NM Electricals Ltd. - Mumbai
Shree NM Group · Mumbai, India
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Lead Generation & Customer Experience Manager About the Role The Lead Generation & Customer Experience Manager will design and execute strategies to attract, convert, and nurture leads across multiple digital and offline touchpoints. This role also manages the inside sales and e-commerce CX team, ensuring seamless customer journeys and revenue generation. Responsibilities
- Build and scale digital business channels (e-commerce, WhatsApp commerce, trade platforms, direct outreach).
- Manage inside sales/tele-sales team for effective lead conversion and customer support.
- Design and implement multi-channel campaigns (email, social media, cold outreach, webinars, content syndication).
- Track and report on KPIs like lead quality, conversion rates, and cost-per-lead, using CRM dashboards.
- Collaborate with category managers and marketing to ensure campaigns target the right audience.
- Leverage CRM and automation tools (HubSpot/Salesforce/Zoho) to optimize lead pipelines.
- Enhance customer post-sales experience to drive retention and repeat business.
- Develop scalable processes for lead qualification and handover to sales teams. Must-Have Qualifications
- 3–5 years in BPO, e-commerce CX, lead generation, or inside sales.
- Proven ability to manage tele-sales/customer success teams.
- Data-driven with working knowledge of CRM tools.
- Bachelor’s degree required. Preferred Skills
- MBA or Tier-1 undergrad.
- Experience with marketing automation platforms and analytics dashboards.
- Excellent stakeholder management and presentation skills. What We Offer Opportunity to shape digital-first customer engagement