National Head - Voice and Digital Business

Overview

IndiaMART, India's largest marketplace connecting millions of suppliers and buyers, seeks a National Head to lead and expand its voice and digital sales and service business. This critical leadership position commands a team of over 1,500 personnel and is pivotal in driving customer acquisition, retention, and revenue growth while fostering a vibrant work culture.

Key Responsibilities

• Own and manage the consolidated profit and loss statement for the voice and digital sales and customer operations across three verticals: Customer Acquisition, Servicing/Upsell & Renewal, and Winback.
• Steer the execution of the Annual Operating Plan focusing on revenue growth, customer acquisition cost, lifetime value, net revenue retention, and profitability.
• Implement disciplined funnel and cohort management strategies covering lead quality, conversion, and retention to dynamically allocate resources.
• Supervise the complete customer journey for tele-acquired clients, including acquisition, onboarding, activation, servicing, upselling, renewing, and winback initiatives.
• Develop and deploy churn reduction strategies with early-warning systems and intervention protocols to safeguard customer retention.
• Maximize customer lifetime value through structured upsell, cross-sell, and renewal campaigns.
• Set strict service level agreements for customer success, institutionalize customer feedback channels, and maintain a high Net Promoter Score.
• Create and refine operational playbooks detailing target customer segments, dialing strategies, and engagement models.
• Revamp workflows to improve complaint resolution times, enhance first-contact resolution, and translate customer feedback into actionable improvements.
• Leverage AI, automation, and modern voice/digital tools to heighten agent productivity, reduce service costs, and boost conversion rates, resulting in improved bottom-line performance.
• Collaborate with product and technology teams to continuously upgrade the sales and service technology stack as the business expands.
• Lead talent acquisition and onboarding for key vertical leadership, management, and frontline sales agents at scale.
• Implement incentive programs, career development frameworks, and cultural initiatives to retain employees and minimize attrition in a demanding environment.
• Promote a culture centered on accountability, daily operational discipline, and data-driven decisions.
• Navigate a matrix organizational structure effectively, managing relationships across vertical heads, central functions, and cross-functional teams.

Candidate Profile

• Under 40 years of age with over eight years of experienced post-MBA, demonstrating a strong record of progressive leadership roles.
• Extensive experience managing large-scale inside sales, tele-sales, or customer operations teams exceeding 1,000 personnel.
• Experience overseeing end-to-end customer-facing operations spanning acquisition through winback phases.
• Proven capability in P&L ownership and delivering robust unit economics alongside revenue growth.

Preferred Qualifications

• Graduated from premier institutions such as IIT, IIM, ISB, or equivalents.
• Previous leadership roles in B2B sales, SaaS, technology marketplaces, fintech, insurance, telecommunications, or tech-driven financial services sectors.
• Experience managing diverse, multilingual, and multi-regional business units within India.
• A history of successfully scaling preexisting operations during phases of rapid growth.
• Technologically adept with hands-on experience deploying AI, automation, and advanced voice/digital systems within sales and customer service environments.
• Familiarity with cloud-based contact center platforms, CRM integrations, and analytical speech intelligence tools.