Telesales and Retention Manager

We are seeking an experienced Head of Tele Sales & Retention to lead the organization's tele sales strategy, customer retention initiatives, and revenue growth programs. This senior leadership role is responsible for driving commercial performance, increasing customer lifetime value, maximizing sales conversions, and protecting recurring revenue through effective retention strategies and operational excellence.

The successful candidate will lead high-performing sales and retention teams, develop data-driven commercial strategies, leverage AI and automation technologies, and collaborate with cross-functional stakeholders to strengthen customer acquisition, retention, and profitability. This is an excellent opportunity for an experienced telecommunications leader with a proven track record in sales leadership, customer lifecycle management, and business transformation.

About This Role

As the Head of Tele Sales & Retention, you will oversee the complete tele sales and customer retention function, managing revenue generation, customer acquisition, cross-selling, upselling, and churn reduction initiatives. You will develop scalable operating models, optimize customer journeys, improve sales effectiveness through technology and analytics, and ensure the delivery of exceptional commercial and customer experience outcomes.

Key Responsibilities

Sales Strategy & Revenue Growth

• Develop and execute the organization's tele sales and retention strategy aligned with business objectives.
• Drive customer acquisition, lead conversion, and revenue growth across all tele sales channels.
• Increase cross-selling, upselling, plan upgrades, customer migrations, and device sales.
• Maximize recurring revenue while improving overall business profitability.
• Identify new commercial opportunities to grow market share and channel contribution.

Customer Retention & Revenue Protection

• Develop and implement customer retention strategies to reduce voluntary churn.
• Improve customer lifetime value through effective retention programs.
• Execute revenue protection initiatives and customer save campaigns.
• Support contract renewals and customer loyalty initiatives.
• Balance commercial performance with customer satisfaction objectives.

Sales Operations & Performance Management

• Manage sales pipelines, campaign execution, lead allocation, and calling strategies.
• Optimize conversion rates, agent productivity, and operational efficiency.
• Monitor sales performance and implement corrective action plans.
• Develop performance management frameworks to achieve commercial KPIs.
• Lead continuous improvement initiatives across tele sales operations.

Leadership & People Management

• Build and lead high-performing sales and retention teams.
• Coach, mentor, and develop sales leaders and frontline teams.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Identify capability gaps and implement targeted development programs.
• Drive employee engagement and performance excellence.

Commercial Analytics & Digital Transformation

• Utilize AI-powered tools, automation, and advanced analytics to improve commercial performance.
• Leverage customer insights to optimize lead prioritization and campaign effectiveness.
• Improve CRM capabilities and sales automation processes.
• Monitor customer behavior, market trends, and competitive intelligence.
• Drive digital transformation initiatives across tele sales operations.

Stakeholder & Business Collaboration

• Partner with Finance, Customer Operations, Product, and Commercial teams.
• Influence product roadmaps, customer journeys, and go-to-market strategies.
• Support Enterprise sales growth through cross-functional collaboration.
• Present strategic recommendations and performance insights to senior leadership.
• Build strong relationships with internal and external stakeholders.

Governance & Compliance

• Ensure compliance with regulatory requirements and internal sales governance.
• Maintain ethical selling standards and customer experience guidelines.
• Monitor operational risk and quality assurance measures.
• Ensure adherence to organizational policies and industry regulations.

Minimum Requirements

Education

• Bachelor's degree in Business Administration, Marketing, Telecommunications, Management, or a related discipline.
• Master's degree (MBA or equivalent) is an advantage.

Experience

• Minimum 10 years of experience in telecommunications management.
• Extensive leadership experience in tele sales, customer retention, or commercial operations.
• Proven success managing large sales teams and achieving commercial targets.
• Experience leading business transformation and customer lifecycle initiatives.
• Strong stakeholder management experience with senior leadership teams.

Preferred Skills

• Strategic commercial leadership.
• Revenue growth and customer retention expertise.
• Strong people management and coaching abilities.
• Business transformation and change management.
• Excellent negotiation and influencing skills.
• High-level presentation and communication capabilities.
• Strong commercial and financial acumen.
• Customer-centric decision-making approach.

Technical Skills

• Customer Relationship Management (CRM) Systems
• AI Tools & Automation Platforms
• Microsoft Office Suite (Advanced Excel, PowerPoint, Word)
• Sales Analytics & Business Intelligence
• Performance Dashboard Reporting
• Lead Management Systems
• Customer Lifecycle Management
• Revenue Forecasting
• Data Analytics & Visualization
• Campaign Management Platforms

Core Competencies

• Strategic Leadership
• Sales Management
• Customer Retention
• Revenue Growth
• Commercial Acumen
• People Leadership
• Stakeholder Management
• Decision Making
• Business Transformation
• Performance Management
• Negotiation
• Analytical Thinking
• Change Management
• Customer Experience
• Innovation & Digital Transformation

Who Can Apply?

This opportunity is suitable for professionals currently working as:

• Head of Tele Sales
• Head of Customer Retention
• Sales Director
• Commercial Director
• Customer Operations Director
• Contact Centre Director
• Revenue Growth Manager
• Customer Experience Manager
• Business Development Director
• Telecom Sales Manager

Professionals from telecommunications, technology, internet service providers, mobile operators, customer contact centers, BPOs, fintech, digital services, and enterprise sales organizations are encouraged to apply.

CV Tips

To improve your chances of getting shortlisted, ensure your CV highlights:

• Revenue growth and commercial performance achievements.
• Customer retention and churn reduction initiatives.
• Sales leadership and people management experience.
• AI, automation, and digital transformation projects.
• Enterprise sales and customer lifecycle management expertise.
• KPI improvements, conversion rates, and operational efficiency achievements.
• CRM implementation and sales process optimization experience.
• Cross-functional leadership and strategic business initiatives.

Application Tips

• Research the company's commercial strategy and telecommunications market before your interview.
• Prepare measurable examples of revenue growth, customer retention, and sales transformation initiatives.
• Highlight your leadership philosophy and experience managing high-performing teams.
• Demonstrate your understanding of AI-driven sales optimization and customer analytics.
• Showcase your experience working with executive leadership and cross-functional stakeholders.
• Be prepared to discuss market trends, customer acquisition strategies, and digital transformation initiatives.
• Emphasize your ability to balance commercial success with customer experience and operational efficiency.

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