Servicing Head

Servicing Head Digital Sales Centre

The House of Abhinandan Lodha (HoABL)

Location: Mumbai / India

Experience: 10–15 years

Type: Full-time

Function: Digital Sales Centre / Call Centre – Lead Conversion, Nurturing & Revenue Generation

Role Overview

We are looking for a Servicing Head to lead and drive end-to-end growth, lead generation, and customer servicing strategy for our Digital Sales Centre. The role will act as the single owner of customer experience and revenue conversion, managing the entire customer lifecycle — from lead generation, nurturing and qualification, through conversion, churning, onboarding, to retention.

The individual will lead telecalling and servicing teams, bridge the gap between multiple teams and ensuring sales closure, ensure minimal drop-offs, and maximise business outcomes through converting for video conferencing and ensuring revenue application through CRM discipline, and data-driven decision-making.

Key Responsibilities

Strategy & Growth

• Lead and drive the overall growth strategy for the Digital Sales Centre.
• Own targets, conversion KPIs, and revenue outcomes for the centre.
• Build scalable processes and frameworks to support future business growth.

Call Centre & Customer Lifecycle Operations

• Manage end-to-end call centre operations (inbound and outbound), ensuring efficiency, productivity, and service quality.
• Own the complete customer journey — from lead qualification, and conversion to churning, video conference calls, application/revenue management.
• Design and optimise call scripts, qualification processes, and follow-up workflows to improve connect and conversion rates.
• Establish SOPs, training frameworks, and quality benchmarks for consistent service delivery.
• Identify process gaps and inefficiencies and implement scalable solutions to improve performance.

Performance, Quality & Compliance

• Track and optimise key metrics including lead conversion%, Managing Call TATs, managing agents AHT, Connect rates %, Retention rates.
• Drive performance through data, dashboards, and regular call audits.
• Ensure VC Conversions%, CRM discipline, and compliance with DND, data privacy, and regulatory norms.
• Drive initiatives to reduce churn and maximise customer value.

Team Leadership

• Build, mentor, and manage a high-performing team of team leaders and tele calling / servicing executives.
• Recruit, train, coach, and retain talent, ensuring strong alignment with business targets.
• Create a performance-driven culture with clear goals, incentives, and development pathways.

Cross-functional Collaboration

• Partner with Sales, Marketing, Digital perf, and IT teams to enhance lead quality and the overall customer experience.
• Work with technology teams to evolve CRM, dialler,nurture automation, rule based logics, and analytics capabilities.

Required Skills & Experience

• 10–15 years of experience in call centre / customer servicing / inside sales / telecalling operations, preferably in real estate, BFSI, or other high-ticket sales environments.
• 3–5+ years in a senior leadership role, with proven ability to scale teams and improve connect and conversion rates.
• Strong understanding of customer lifecycle management, funnel optimisation, and growth strategy.
• Proven experience in team handling across multiple layers (executives, team leaders, managers) and driving performance metrics.
• Hands-on experience with CRMs and dialers such as LeadSquared, Salesforce, Exotel, or equivalent platforms.
• Analytical mindset with the ability to identify gaps, interpret data, and implement process improvements.
• Excellent communication, stakeholder management, and problem-solving skills.
• Target-driven, revenue-focused, and comfortable operating in a fast-paced, high-ownership environment.