Customer Acquisition Manager

Desi Farms · India

Experience: 6+ Years

Location: Viman Nagar, Pune

Department: Growth / Sales & Customer Experience

Reports To: Head of Marketing

Job Type: Full-time

We are looking for a Customer Acquisition Manager to lead our Inside Sales and Customer Care function , with a strong focus on converting leads into customers, improving customer experience, driving repeat purchases, and building a high-performing customer-facing team.

The role will own the complete customer journey — from lead generation and first interaction to conversion, onboarding, customer satisfaction, retention, and repeat sales .

The ideal candidate should have strong experience in inside sales, telesales, customer relationship management, team handling, sales conversion, and customer retention , along with a data-driven approach to improving business performance.

• Lead and manage the Inside Sales / Tele-sales team to achieve monthly acquisition and revenue targets.
• Develop effective processes for lead follow-up, qualification, conversion, and onboarding .
• Improve lead-to-customer conversion through structured calling and follow-up processes.
• Establish sales scripts, call journeys, objection-handling frameworks, and follow-up mechanisms.
• Track and improve lead response time, contact rate, conversion rate, average order value, and revenue per customer .
• Identify opportunities to cross-sell and upsell products to existing and new customers.

• Lead the Customer Care team and ensure timely and effective resolution of customer queries and complaints.
• Build processes to improve overall customer satisfaction and customer experience .
• Monitor customer feedback, complaints, cancellations, refunds, and service issues to identify recurring problems.
• Ensure consistent communication with customers across calls, WhatsApp, email, and other customer touchpoints .
• Develop escalation mechanisms and ensure critical customer issues are resolved within defined timelines.

• Develop strategies to increase repeat purchases, customer retention, and customer lifetime value (LTV) .
• Build structured follow-up journeys for new customers, inactive customers, and high-value customers.
• Work closely with Marketing to develop retention, reactivation, referral, and loyalty campaigns .
• Identify reasons for customer churn and implement corrective actions.

• Recruit, train, coach, and manage the Inside Sales and Customer Care team.
• Set individual and team-wise targets and KPIs.
• Conduct regular performance reviews and provide continuous coaching.
• Build a performance-driven culture focused on customer experience and revenue generation .
• Create SOPs, call guidelines, escalation matrices, and performance benchmarks.

• Track and report key metrics including:
• Leads received
• Contactability
• Conversion %
• Revenue generated
• Average Order Value
• Customer Acquisition Cost
• Repeat Purchase %
• Retention %
• Customer complaints
• Resolution TAT
• Customer Satisfaction
• Agent productivity
• Build daily/weekly/monthly dashboards for management.
• Analyse customer and sales data to identify opportunities for improving conversion and retention.
• Use data and customer insights to continuously optimize sales and customer-care processes.

• Work closely with Marketing, Operations, Supply Chain, Product, and Digital teams to ensure a seamless customer journey.
• Share customer insights with Marketing to improve campaigns, offers, communication, and targeting.
• Coordinate with Operations and Supply Chain to resolve delivery and product-related customer issues.
• Work with Marketing on campaigns designed to generate new customers, repeat orders, referrals, and reactivation .

• Own and improve CRM processes for lead and customer management.
• Ensure accurate tracking of customer interactions, follow-ups, sales, and complaints.
• Identify opportunities to automate customer communication and follow-up through WhatsApp, CRM, IVR, and other tools .
• Maintain accurate customer databases and ensure proper lead allocation to the sales team.

Experience:

• 6+ years of experience in Inside Sales, Customer Acquisition, Telesales, Customer Success, Customer Care, or CRM , preferably in FMCG, D2C, E-commerce, Retail, or Consumer businesses.
• Minimum 2–3 years of experience managing a customer-facing sales/customer-care team.

Key Skills:

• Strong sales and conversion orientation.
• Excellent people-management and team-handling skills.
• Strong communication and interpersonal skills.
• Customer-centric approach with commercial understanding.
• Strong analytical and problem-solving abilities.
• Experience with CRM and customer-management tools.
• Ability to build processes and SOPs from the ground up.
• Strong understanding of customer retention and repeat purchase behaviour.

The success of this role will be measured through:

Customer Acquisition | Sales Conversion | Revenue | Repeat Purchase | Retention | Customer Satisfaction | Team Productivity | Complaint Resolution | Customer Lifetime Value

• Mobile / WhatsApp: 9225586752