Inside Sales & CRM Manager
- Dubai, United Arab Emirates
نُشرت قبل 6 أيام
عن الوظيفة
Job Summary
The Inside Sales & CRM Manager is responsible for converting existing customer data, previous enquiries, inactive customers, and new leads into confirmed sales through Emails, Calls and WhatsApp.
The role manages the complete inside-sales cycle, including lead allocation, qualification, quotation, follow-up, negotiation, order confirmation, reactivation, and post-sale engagement. The position requires advanced proficiency in AI tools to improve sales productivity, customer communication, conversion time, data analysis, lead prioritization, reporting, and team efficiency.
Key Responsibilities
Sales and Lead Conversion
- Contact new leads, existing customers, previous enquiries, and inactive customers through email, call and WhatsApp.
- Understand customer requirements, preferences, budgets, and purchase timelines.
- Recommend suitable products and share approved catalogues, offers, and quotations.
- Follow up consistently on enquiries, quotations, and pending decisions.
- Handle objections and negotiate within approved pricing and discount guidelines.
- Convert qualified leads and customer enquiries into confirmed orders.
- Upsell and cross-sell relevant products to increase average order value.
- Reactivate inactive customers and generate repeat business.
- Achieve individual and team revenue, conversion, and retention targets.
CRM and Pipeline Management
- Maintain complete and accurate customer and lead records in the CRM system.
- Segment customers based on purchase history, preferences, value, engagement, and last purchase date.
- Maintain accurate lead stages, priorities, follow-up dates, and next actions.
- Record calls, WhatsApp conversations, quotations, customer responses, and sales outcomes.
- Ensure no lead remains unattended or overdue.
- Remove duplicate records and correct incomplete or inaccurate customer data.
- Maintain reliable sales forecasts based on the active pipeline.
- Protect customer information and follow applicable data-privacy requirements.
AI-Enabled Sales and Productivity
- Use AI tools to research, qualify, prioritize, and score sales leads.
- Create personalized call scripts, WhatsApp messages, follow-ups, and sales proposals using approved AI platforms.
- Use AI to summarize customer conversations and identify customer requirements, objections, sentiment, and next actions.
- Automate routine CRM activities, follow-up reminders, lead assignments, and reporting where approved.
- Use AI-assisted data analysis to identify purchasing patterns, inactive customers, cross-selling opportunities, and high-potential leads.
- Create customer segments and targeted campaigns using CRM and AI-generated insights.
- Develop prompt templates and repeatable AI workflows for common sales activities.
- Use AI to prepare sales summaries, forecasts, dashboards, meeting notes, and performance reports.
- Review and verify all AI-generated content before sharing it with customers or management.
- Ensure AI tools are used in accordance with company confidentiality, data-protection, cybersecurity, and approval policies.
- Avoid entering confidential customer, pricing, financial, or company information into unauthorized AI platforms.
- Train and support team members in the safe and effective use of approved AI tools.
- Regularly evaluate new AI applications and recommend solutions that improve efficiency or conversion performance.
- Measure and report productivity, response-time, conversion, and cost improvements achieved through AI adoption.
WhatsApp and Telephone Sales
- Respond promptly and professionally to incoming calls and WhatsApp messages.
- Conduct structured outbound calling and WhatsApp follow-up activities.
- Personalize customer communications based on available history and preferences.
- Use approved scripts, templates, catalogues, pricing, and promotional content.
- Maintain a professional tone and consistent brand communication.
- Respect customer communication preferences and opt-out requests.
- Escalate product, payment, delivery, and service concerns to the relevant department.
- Maintain required response-time and communication-quality standards.
Customer Reactivation and Retention
- Identify inactive and lapsed customers from the existing database.
- Develop targeted plans to reactivate customers and generate repeat sales.
- Contact previous customers regarding suitable products, availability, and approved offers.
- Conduct post-sale follow-ups and maintain relevant customer preferences.
- Identify high-value and loyal customers for priority engagement.
- Track reactivation, retention, and repeat-purchase performance.
- Collect customer feedback and recommend service improvements.
Campaign Management
- Plan and execute outbound sales, reactivation, retention, and promotional campaigns.
- Use customer data and AI-assisted analysis to select appropriate campaign audiences.
- Coordinate customer lists, offers, pricing, and communication materials with management.
- Establish campaign activity, conversion, and revenue targets.
- Monitor customer responses, quotations, confirmed orders, and revenue.
- Test messages and follow-up approach to improve campaign results.
- Ensure campaigns are completed on schedule and followed up systematically.
Order Coordination
- Confirm availability, pricing, payment terms, and delivery requirements before finalizing orders.
- Ensure complete and accurate customer and order details are submitted.
- Coordinate with store, inventory, finance, and delivery teams.
- Inform customers promptly about changes, alternatives, or delays.
- Follow up internally until orders are completed.
- Assist in resolving order, payment, and delivery concerns.
Reporting and Analysis
- Prepare daily, weekly, and monthly sales and CRM reports.
- Track new leads, contacted leads, qualified opportunities, quotations, orders, and lost sales.
- Report conversion rates by salesperson, lead source, customer segment, and campaign.
- Separate sales from new leads, existing customers, and reactivated customers.
- Track response time, follow-up completion, average order value, and repeat purchases.
- Analyse lost-sale reasons and recommend corrective actions.
- Report pipeline status, sales forecasts, risks, and opportunities.
- Monitor the effect of AI tools on productivity, response times, sales conversion, and reporting accuracy.
Qualifications and Experience
- Bachelor’s degree in Sales, Marketing, Business Administration, Data Analytics, or a related discipline is preferred.
- At least 3–5 years of inside sales, CRM sales, telesales, or customer relationship experience.
- Previous experience supervising a sales or lead-conversion team is preferred.
- Proven ability to convert leads through telephone and WhatsApp.
- Advanced proficiency with CRM systems, WhatsApp Business, Microsoft Excel, and reporting tools.
- Advanced practical experience using AI assistants, automation tools, data-analysis tools, and AI-enabled CRM features.
- Experience creating effective prompts, reusable templates, automated workflows, and AI-assisted reports.
- Strong written and verbal communication skills.
Pay: AED3,000.00 - AED8,000.00 per month
Work Location: In person