Customer Acquisition Manager

Experience:

6+ Years

Location:

Viman Nagar, Pune
Department:  Growth / Sales & Customer Experience

Reports To:

Head of Marketing
Job Type:  Full-time

Position Overview 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.

Key Responsibilities
1. Inside Sales & Customer Acquisition  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.
2. Customer Care & Experience  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, Whats App, email, and other customer touchpoints .
Develop escalation mechanisms and ensure critical customer issues are resolved within defined timelines.
3. Retention & Repeat Sales  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.
4. Team Management  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.
5. Data & Performance Management  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.
6. Cross-Functional Collaboration  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…