Department Manager - Customer Growth & Retention
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This position is responsible for overseeing customer retention for the commercial category through an in-house telesales team. He/She leads both strategic planning and hands-on execution to acquire, retain, and reactivate customers on the platform in a timely and scalable manner. The role combines data-driven decision-making, team leadership, and cross-functional collaboration to drive sustainable customer growth and engagement.
Responsibilities
Own the end-to-end retention strategy for the commercial category, covering customer acquisition, retention, and reactivation via telesales .
Develop and execute strategic plans to maximize customer lifetime value and repeat purchase rates .
Run basic and intermediate analytics on the customer database to segment customers, identify opportunities, and prioritize outreach efforts .
Design and optimize telesales call strategies, scripts, and standardized engagement routines.
Lead daily performance management of the telesales team (e.g. pipeline visibility, daily check-ins, productivity and quality tracking).
Monitor and report periodic commercial performance metrics, including conversion rate, retention, reactivation, churn, and engagement trends.
Coach, train, and continuously upskill the telesales team to improve effectiveness and consistency.
Collect, synthesize, and translate customer and frontline feedback into actionable insights for relevant internal squads (e.g. product, pricing, commercial policies).
Build, scale, and structure the telesales team over time to support business growth objectives.
Qualifications
Experience in supporting cross-team sales target setting, tracking, and development .
Experience in a telesales or B2B environment, ideally in food service and traditional retails or e-commerce.
Demonstrated proficiency leading analytically rigorous sales planning and initiatives.
Strong communication skills with ability to teach new concepts and effectively communicate feedbacks from field sales team to other squads.
Active coach and mentor whose goal is to grow and maximize the team’s potential.
Highly proficient in MS Excel and other analytics tools.
Assertive, with the confidence to be voice of authority – not afraid to do what is best for the team.
Brings a high-energy and passionate outlook to the job and can influence those around her/him.
Able to build a sense of trust and rapport that creates a comfortable & effective workplace.
Providing guidance, training and mentorship, setting sales quotas and goals, creating sales plans, analyzing data, assigning sales territories and building the team.
Having team leadership and managing a sales team experience.