Description
We are looking for an experienced and performance-driven Member Success Manager to lead our Insurance sales function selling B2C insurance products into the UK market, based in Delhi NCR.
The ideal candidate will drive revenue growth, own and continuously optimise the end-to-end sales process, and lead a team of Sales Team Leads and their telesales agents to consistently exceed targets while maintaining a high-quality, compliant member experience.
Key Responsibilities:
- Lead and manage the Insurance sales function in Delhi NCR, overseeing Team Leads and their telesales teams to consistently deliver and exceed sales targets and KPIs
- Own and continuously improve the end-to-end sales process , scripts, objection handling, lead routing, follow-up cadence and CRM workflows , to lift conversion and reduce time-to-close
- Monitor daily, weekly and monthly performance, call metrics and KPIs across the team, identifying trends and opportunities for improvement
- Conduct call monitoring and quality reviews, providing real-time feedback to Team Leads to maintain performance standards
- Set targets, run incentive and recognition programmes, and hold Team Leads accountable for team performance
- Handle escalations and support Team Leads with complex queries, objections and process exceptions
- Prepare and present performance reports , daily, weekly and monthly , with insights and recommendations to senior stakeholders
- Partner with Finance to set, track and refine revenue forecasts and targets for Insurance products
- Support recruitment, onboarding and training of Team Leads and sales agents as the team scales
- Collaborate with cross-functional teams (Campaigns, Product, Business Intelligence, Compliance and Support) to close feedback loops and action new requests
- Ensure the team meets compliance requirements (scripts, UK regulatory standards and quality standards)
- Stay ahead of competitor activity and market trends in UK B2C insurance
What we are looking for:
- 7–10 years of overall experience in B2C insurance sales, with at least 3 years in a managerial position leading sales teams
- Extensive knowledge of B2C insurance sales, with a strong preference for experience selling into the UK market
- Specialism in sales process design and optimisation, with a track record of improving conversion and efficiency
- Strong knowledge of outbound/telesales techniques, objection handling and data analysis
- Excellent communication, interpersonal, leadership and coaching skills
- Result-oriented with a strong track record of meeting and exceeding sales targets
- Familiarity with CRM’s, dialers and call monitoring tools
- Ability to work in a dynamic, fast-paced and target-driven environment, managing multiple Team Leads
- Self starter and highly motivated
- Familiarity with UK insurance regulatory and conduct requirements (e.g. FCA principles) is considered an advantage
What you’ll get in return:
- 25 days paid annual leave
- 3 paid days off for volunteering or L&D activities
- Personal L&D budget
- Additional health & dental insurance
- Mental wellbeing platform
- Snacks, light food, drinks in the office
- WFH equipment allowance