Inside Sales Representative

Job Title: Marketing & Customer Engagement Executive

Experience: 2-4 years of relevant experience

Location: Mumbai

Role Overview

We are looking for a proactive and well-organised Marketing & Customer Engagement Executive to support customer outreach initiatives through targeted EDM campaigns and subsequent customer engagement.

The role will involve maintaining and segmenting customer databases, coordinating with the internal Marketing team to create and execute EDM campaigns, ensuring campaigns reach the right customer profiles and following up with customers through calls to generate and schedule meetings for the sales/business development team.

Key Responsibilities

1. Customer Database Management

• Maintain and regularly update the customer/prospect database.
• Ensure accuracy and completeness of customer information, including company, contact, designation, industry and other relevant details.
• Segment customer databases based on defined criteria such as industry, company size, technology requirements, geography, customer profile, etc.
• Identify relevant customer/prospect profiles for specific campaigns.
• Maintain records of campaign activity and customer responses.

2. EDM Campaign Coordination

• Work closely with the internal Marketing team to create targeted EDMs.
• Provide inputs on customer segments, messaging and campaign target profiles.
• Coordinate with Marketing to ensure EDMs are sent to the identified customer segments.
• Maintain a campaign calendar and ensure campaigns are executed within agreed timelines.
• Track basic campaign metrics such as delivery, opens, clicks and responses.

3. Customer Follow-up & Lead Generation

• Make outbound calls to customers/prospects following EDM campaigns.
• Understand customer interest and identify potential business opportunities.
• Engage with relevant contacts and communicate the purpose/value proposition of the campaign.
• Qualify initial interest and identify opportunities for further discussion.
• Schedule meetings between interested customers and the relevant Sales/Business Development/Technical teams.
• Maintain accurate records of calls, responses, follow-ups and meetings scheduled.

4. Reporting & Coordination

• Prepare regular reports on EDM campaigns, customer responses, calls made and meetings generated.
• Follow up on pending customer responses and ensure timely closure of assigned activities.
• Coordinate closely with Sales, Marketing and Presales teams.
• Maintain a structured database of leads generated through campaigns.

Candidate Profile

Education

• Graduate in any discipline.
• Qualification in Marketing, Business Administration or related fields would be an advantage.

Experience

• 24 years of experience in inside sales, telecalling, lead generation, marketing coordination, customer engagement or a similar role.
• Experience working with end customers.
• Experience with EDM/email marketing campaigns.

Required Skills

Communication

• Excellent verbal and written communication skills.
• Ability to communicate confidently with CXO, IT and business decision-makers.
• Good listening and questioning skills.
• Ability to engage customers professionally without being overly sales-oriented.

Customer Engagement

• Comfortable making outbound calls to existing and prospective customers.
• Ability to build rapport quickly over the phone.
• Strong follow-up skills and persistence.
• Ability to identify customer interest and convert it into a meeting.

Organisation & Data Management

• Strong attention to detail while maintaining customer databases.
• Good working knowledge of MS Excel.
• Ability to work with large customer/prospect databases and segment data accurately.
• Strong follow-through and ability to manage multiple campaigns simultaneously.

Marketing/Technology

• Understanding of EDM/email marketing concepts.
• Familiarity with marketing automation tools is desirable.
• Understanding of IT/technology services would be an advantage.

Key Performance Indicators (KPIs)

• Database accuracy and completeness
• Number of targeted customer profiles identified
• Number of EDM campaigns successfully executed
• EDM engagement/response rates
• Number of customer calls/follow-ups completed
• Qualified customer conversations generated
• Meetings scheduled
• Meeting conversion from campaign-generated leads
• Follow-up adherence and CRM/data hygiene