Lead Generation & Customer Experience Manager - Shree NM Electricals Ltd. - Mumbai

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