Department Manager - Customer Growth & Retention

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. 

• 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. 

• 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.