Inside Sales Manager

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

Qualifications & Experience

Reporting Line