Vanan Online Services - Sales & Service Manager

Role Summary:

We are looking for a Sales & Service Manager with proven sales leadership experience to drive our sales teams performance, coach and mentor consultants, and ensure excellence in customer service.

The ideal candidate will have a strong background in sales, team management, and performance optimization - not necessarily in our industry, but with transferable expertise in sales and service operations.

Key Responsibilities:

- Manage day-to-day operations of the sales team, ensuring achievement of individual and team targets.

- Provide regular coaching, mentoring, and feedback to improve consultant performance and skillsets.

- Monitor, track, and report consultant KPIs, prepare appraisal reports, and submit performance updates to senior management.

- Design and implement Performance Improvement Plans (PIPs) for underperforming team members.

- Prepare and share weekly, monthly, and quarterly performance reports with management.

- Create and maintain SOPs, guidelines, and best practices for the sales and service team.

- Handle escalation calls, complex queries, and customer complaints professionally to ensure resolution and satisfaction.

- Collaborate with management on goal setting, target planning, and team development strategies.

- Support frontline consultants during peak times or as business needs demand.

- Ensure team compliance with processes, policies, and quality standards.

- Drive a customer-first culture, ensuring customer satisfaction and retention.

Key Skills & Requirements

- 6-8 years of experience in sales management or customer service leadership (international sales preferred).

- Strong people management and team coaching skills.

- Experience preparing KPIs, performance reports, and appraisals.

- Ability to handle escalations, ensure issue resolution, and drive customer satisfaction.

- Familiarity with performance tracking tools and CRM systems.

- Excellent verbal and written communication in English.

- Target-driven, goal-oriented, and flexible in availability based on business needs.

- Strong problem-solving abilities and a proactive mindset.

- Ability to work independently while collaborating closely with senior management