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Inside Sales Manager

HisentialBangsar, Kuala Lumpur, Malaysia

17 hours ago

Job description

The Inside Sales Manager will oversee and drive the performance of the Customer Service & Inside Sales team. This role is responsible for ensuring high conversion rates, excellent response times, and effective lead management across multiple sources. The manager will develop and track KPIs, provide actionable insights on lead analytics, and support business growth through structured reporting and team leadership.

The role requires a strong balance of analytical capability, leadership, and hands-on sales management experience in a customer-facing environment.

Key Responsibilities

Team Leadership & Development
Lead, mentor, and coach a team of Customer Service cum Inside Sales Agents.
Conduct regular performance reviews, set clear targets, and establish accountability frameworks.
Provide training on conversion techniques, customer experience, and upselling opportunities.
Sales Conversion & Pipeline Management
Monitor and report on lead-to-booking and lead-to-sale conversion rates.
Optimize scripts, sales funnels, and engagement strategies to improve results.
Identify high-value opportunities and ensure follow-up processes are executed effectively.
Reporting & Analytics
Prepare weekly and monthly reports on :
Conversion rates
Response times
Lead source performance (digital ads, referrals, partnerships, walk-ins, etc.)
Service type uptake (packages, longevity, diagnostics, treatments, etc.)
Provide recommendations to management based on lead analytics and trends.
Track KPIs against benchmarks and targets, highlighting gaps and improvement areas.
Customer Experience Oversight
Ensure prompt, premium, and professional responses to inquiries.
Monitor average response time and implement systems to reduce delays.
Drive service quality that aligns with the clinic's luxury brand positioning.
Strategic Alignment
Work closely with Business Development and Marketing to align lead generation with sales execution.
Provide feedback on campaign effectiveness and recommend improvements.
Contribute to quarterly and annual sales strategy planning.

KPIs & Metrics

Lead-to-booking conversion %

Lead-to-sale conversion %

Average response time (from inquiry to first contact)

Lead source performance (CPL, ROI, conversion by source)

Team performance (individual and overall booking rates)

Customer satisfaction ratings (post-service follow-up)

Qualifications & Experience

Minimum 7 years' experience in inside sales, customer service, or sales operations.

At least 3 years in a leadership / managerial role, overseeing a sales or customer service team.

Proven track record in meeting / exceeding conversion and revenue targets.

Strong analytical and reporting skills (Excel, CRM dashboards, lead analytics).

Excellent communication, coaching, and interpersonal skills.

Experience in healthcare, hospitality, or premium service industries will help.

Reporting Line

Reports to : Regional Head of Business Development & Customer Service (or equivalent senior leadership)

Direct Reports : Customer Service Team & Customer Service Lead

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Sales Manager • Bangsar, Kuala Lumpur, Malaysia