Team Lead Online Sales

Job Title: Team Lead - Online Sales

Experience : 57 years

Salary : 4-6 LPA

Department: Sales

Employment Type: Full Time

Location - Lower Parel, Mumbai

About Firefly Diamonds

At Firefly Diamonds were building Indias most exciting lab-grown diamond brand. In just 6 months, weve scaled from 0 to 6 retail stores across Mumbai, Pune, Bengaluru, and Hyderabad, with a rapidly growing omni-channel presence. Weve raised $3M in funding led by WestBridge Capital, known for backing leading consumer brands like Third Wave Coffee and Indigo Airlines (Read more below)

-https://economictimes.indiatimes.com/tech/funding/lab-grown-diamond-startup-firefly-diamonds-raises-3-million-from-westbridge-capital/articleshow/119466793.cms)

Were a small, fast-moving team building something iconicand this role is a rare opportunity to shape that journey from the ground up. Backed by over 60 years of jewellery design and craftsmanship, were creating bold, modern designs that are redefining the future of fine jewellery.

Position Overview: Online Sales (Pre-Sales) is responsible for leading and managing the pre-sales team to ensure effective lead handling, high-quality customer interactions, and achievement of calling and conversion targets. The role focuses on team supervision, performance management, CRM compliance, and process optimization to maximize qualified lead generation and enhance overall customer experience.

Key Responsibilities --

1. Team Leadership & Supervision

- Lead, manage, and mentor the Pre-Sales team

- Monitor daily calling activity and ensure target adherence

- Conduct regular performance reviews and 1:1 feedback sessions

- Drive team motivation to achieve and exceed KPIs

- Identify training needs and coordinate skill enhancement initiatives

2. Target & Performance Management

- Ensure achievement of daily, weekly, and monthly calling target

- Track and improve inquiry-to-qualified-lead conversion rates

- Maintain call quality standards and structured follow-up

- Improve lead qualification accuracy before handover to stores

3. Process & CRM Management

- Ensure accurate CRM data entry and hygiene

- Monitor call recordings for script and SOP compliance

- Optimize workflows to reduce response time and enhance customer experience

- Analyze performance reports and identify improvement areas

Key Performance Indicators (KPIs)

• Daily/Weekly/Monthly Calling Target Achievement
• Inquiry-to-Qualified Lead Conversion Rate
• Lead Qualification Accuracy
• CRM Data Accuracy & Compliance
• Team Productivity & Call Quality Scores
• Response Time & Follow-up Effectiveness