General Manager - Inside Sales

About Us

Established in 2013, Weare among India's largest dealers in colored precious and semi-preciousgemstones like Ruby, Blue Sapphire, Emerald. We boast a vast inventory of 1 Lakh+ products with more than 900,000 HD photographs and videos taken using our unique industry-leading color accurate photography mechanism. WithNational ranking of No.1 in Gemstone&No.12 in Jewelry, we have helped our50,000 clientsin over95+ countriesimprove their lifestyle with the help of gemlaboratory -approvedhealing gemstones.

Each of these efforts have beenrecognized by India's leading gemstone stalwartssuch asGJEPC, IFA, GemPundit has been honored withprestigious titlesin the field ofInnovation, Highest Export, Best eCommerce and Brand Iconfetching us glowing coverage in leading publications likeThe Economic Times, and theTimes of India, as well as magazines likeForbesandCosmopolitan.

Job Title: General Manager Inside Sales

Location: Gurgaon

Function: Revenue / Sales Operations

Company Website: https://www.gempundit.com/

Role Overview

We are hiring a General Manager Inside Sales to lead and scale a call centre-driven inbound sales engine, converting high-intent leads into predictable, scalable revenue. This is a revenue ownership role for a sharp, execution-focused leader who has built and scaled B2C/D2C inside sales teams in fast-paced environments. The role requires strong command over numbers, people, processes, and customer experience-operating as a business owner rather than a functional sales manager.

Key Responsibilities

Revenue Ownership & Growth

• Own monthly, quarterly, and annual inside sales revenue targets
• Drive improvements in conversion rates, closure rates, and average order value (AOV)
• Act as the single-point owner for inside sales performance and outcomes

Contact Center & Sales Operations Excellence

• Build and scale high-performance call/contact center operations
• Design and optimize sales processes, scripts, call flows, and follow-ups
• Improve productivity, efficiency, and SLA adherence across teams
• Implement strong CRM discipline, reporting hygiene, and lead management practices

Customer Experience & Consultative Selling

• Build a consultative, trust-led sales culture
• Ensure teams educate and guide customers through high-consideration purchases
• Balance short-term revenue goals with long-term customer trust and brand experience

Cross-Functional Collaboration

• Partner with Marketing on lead quality, funnel performance, and campaign outcomes
• Work with Tech/Product teams to improve website behavior, lead routing, and CRM integrations
• Collaborate with Customer Experience teams to drive repeat business and reduce escalations

Data-Driven Leadership

• Define, track, and review key KPIs including Lead response time (FRT), Conversion & closure rates, AOV, Agent productivity & utilization, Revenue per agent
• Build dashboards and establish structured review cadences
• Use data for coaching, forecasting, and capacity planning

Sales Enablement & Talent Development

• Build strong frontline leadership (Team Leads / Managers)
• Create a performance-driven culture with clear accountability
• Drive continuous training on product & category expertise, customer personas, objection handling, upselling/closing, and effective use of CRM, WhatsApp, email, and calling tools

What Were Looking For

• 8-12 years of experience in Inside Sales / Telesales within B2C or D2C environments
• Proven experience professionally managing large-scale call/contact center operations
• Strong track record of owning and scaling revenue-led sales functions
• Deep understanding of CRM systems and inbound lead funnels
• (Salesforce / Zoho / Freshdesk / WhatsApp / Email)
• Excellent leadership, coaching, and performance management capabilities
• Experience in high-ticket or consultative sales (luxury, wellness, financial products, edtech, real estate, etc.)

Good To Have

• Experience in luxury retail, gems/jewellery, or premium international D2C brands
• Exposure to global customers (GCC, US, SEA markets)
• Experience managing teams across time zones or international markets

How This Role Should Feel

"I own the number. I build the team. I design the system. I scale revenue."