Telesales and Retention Manager

About the role

The Telesales and Retention Manager will lead the end‑to‑end strategy for tele‑sales and customer retention, turning organisational priorities into revenue‑driving plans. This role focuses on maximizing lead conversion, cross‑selling, upselling and protecting recurring revenue across all tele‑sales channels.

Key responsibilities

• Design and execute sales, retention and revenue‑protection plans that drive sustainable growth.
• Manage pipelines, campaign execution, lead allocation and calling strategies to boost conversion and agent productivity.
• Implement saving strategies to reduce voluntary churn and improve customer lifetime value.
• Partner with Finance, Operations and Product teams to influence road‑maps, product propositions and go‑to‑market execution.
• Leverage data, analytics and AI‑powered tools to improve conversion rates, save rates, team productivity and cost‑to‑sell.
• Identify process‑optimization opportunities, automation and CRM enhancements to increase efficiency.
• Ensure compliance with regulatory, governance and quality standards while maintaining ethical selling practices.

Required profile

• Proven experience leading tele‑sales or call‑center teams with a focus on revenue generation and retention.
• Strong analytical mindset with the ability to translate data insights into actionable strategies.
• Excellent stakeholder management skills to influence cross‑functional partners.
• Track record of building high‑performance cultures and managing performance metrics.

Required skills

• Data analysis and performance intelligence tools.
• AI‑enabled lead prioritisation and automation platforms.
• CRM systems and advanced analytics capabilities.