Role Overview
Lead and manage the Sales / Telesales team to achieve revenue targets across the full customer lifecycle, from Lead Follow-up, Closing, Upselling, to Renewal and Retention.
This is a highly hands-on leadership role, working closely with the team through coaching, role-play, call reviews, pipeline monitoring, and daily performance tracking to continuously improve sales skills and conversion rates.
Key Responsibilities
1. Team Performance & Sales Target
- Manage the team’s sales performance and ensure targets are consistently achieved.
- Track daily, weekly, and monthly sales performance and develop action plans when results fall below target.
- Motivate and drive the team to maintain strong and consistent sales performance.
- Work closely with the Sales Manager / Management team to support overall revenue growth.
2. Lead & Pipeline Management
- Manage inbound leads from Marketing channels such as Ads, Events, Broadcasts, and Campaigns.
- Allocate leads based on individual sales performance, strengths, and workload capacity.
- Monitor the sales pipeline from Lead → Contact → Follow-up → Closing.
- Ensure strong Speed to Lead and timely follow-up across the team.
- Identify stalled or lost opportunities and develop recovery actions to improve conversion.
3. Sales Coaching & Development
- Coach the Sales team in a hands-on manner across both phone and chat-based selling.
- Conduct regular role-play sessions to strengthen presentation, negotiation, and closing skills.
- Review calls and chat conversations and provide actionable individual feedback.
- Develop and improve sales scripts and conversation flows based on customer personas and pain points.
- Train the team on objection handling, including common objections such as:
- “It’s too expensive.”
- “I don’t have time.”
- “Let me think about it.”
- Coach the team on effective closing techniques and share best practices that can be applied in real sales situations.
4. Upselling, Renewal & Retention
- Manage sales activities across the customer lifecycle, from new customer acquisition through renewal.
Drive upselling and cross-selling opportunities, including:
Single Course → Yearly Plan → Premium Buffet
- Ensure proactive follow-up during the renewal cycle, especially within the critical 10-day window before expiration.
- Help the team identify customers with high potential for renewal or upgrades.
- Support initiatives to reduce churn and improve retention performance.
5. Sales Data & Performance Monitoring
- Use CRM systems and dashboards to monitor team performance.
- Track and analyze key metrics such as:
- Conversion Rate
- Closing Rate
- Renewal Rate
- Sales Pipeline Performance
- Identify Winning Patterns from top-performing sales representatives and replicate those practices across the team.
- Summarize sales issues, customer insights, and performance gaps to recommend improvement actions.
Qualifications
Experience
- At least 3 years of experience in Sales, Telesales, or B2C Sales.
- Experience as a Senior Sales, Team Lead, Supervisor, or in a role involving team leadership is highly preferred.
- Experience in Subscription Businesses, EdTech, Online Education, or Digital Products is a plus.
- Experience managing both New Customer Acquisition and Renewal / Retention is highly preferred.
Sales Skills
- Strong skills in Consultative Selling, Negotiation, and Closing.
- Able to coach and demonstrate effective sales techniques to the team.
- Strong objection handling and customer follow-up skills.
- Good understanding of sales through Phone, LINE OA, and Chat.
- Familiar with CRM systems and Sales Pipeline Management.
Mindset
- Goal-Driven: Highly focused on sales targets and team performance.
- Hands-on: Willing to work directly with the team, not just manage through reports.
- Data-Driven: Uses performance data to identify opportunities and improve results.
- Resilient: Comfortable working under pressure and adapting quickly.
- Coaching Mindset: Passionate about developing people and providing actionable feedback that drives performance.
