General Manager - Sales

Position Title:

Reports To:

Location:

Department:

Role Overview

General Manager Sales

strategic vision, commercial acumen, and hands-on leadership

Key Responsibilities

1. Business Strategy & Growth

• Develop and execute business strategies to achieve revenue, profitability, and market share goals.
• Identify and assess new business opportunities (Experience Centres, Hubs, aggregators, and new markets).
• Monitor and manage P&L for assigned business units, ensuring financial health and sustainability.

2. Sales & Marketing

• Drive sales across

  B2C (Experience Centres, Hubs, Online, Aggregators)

  and

  B2B

  channels.
• Set and achieve sales targets through structured planning, forecasting, and execution.
• Work closely with marketing teams to design and deliver impactful campaigns to enhance brand presence and customer engagement.

3. Experience Centres & Hubs

• Oversee day-to-day operations ensuring exceptional customer experiences and consistent profitability.
• Establish and enforce SOPs to maintain high standards of quality, hygiene, and service.

4. Customer Relationship Management (CRM)

• Lead initiatives to improve

  customer loyalty, retention, and lifetime value

  .
• Use data analytics and insights to enhance personalization, drive repeat purchases, and reduce churn.

5. Aggregator Business

• Manage partnerships with

  online aggregator platforms

  (Swiggy, Zomato, etc.).
• Optimize aggregator performance to drive order growth, customer ratings, and profitability.

6. Business Development & Expansion

• Identify and evaluate potential business opportunities, partnerships, and channel expansions.
• Lead feasibility studies and oversee end-to-end execution of new store openings and city expansions.

7. People Leadership

• Lead, mentor, and motivate cross-functional teams across sales, marketing, CRM, and operations.
• Foster a

  performance-driven culture

  emphasizing accountability, innovation, and collaboration.
• Build and develop future leaders within the organization.

Key Performance Indicators (KPIs)

Financial Performance

• Revenue growth vs. monthly and quarterly targets.
• Profitability metrics and contribution margins.
• Cost efficiency and optimization without compromising quality.

Sales & Marketing

• Achievement of sales targets across all channels.
• Marketing ROI and customer acquisition cost (CAC).
• Growth in brand awareness, engagement, and campaign effectiveness.

Operations & Customer Experience

• Customer satisfaction (CSAT) and Net Promoter Score (NPS).
• Reduction in customer complaints and service escalations.
• Adherence to operational SOPs and service excellence standards.

CRM & Customer Retention

• Increase in repeat purchase rate and customer lifetime value.
• Growth in loyalty program participation.
• CRM-driven revenue contribution.

Aggregator & Online Business

• Growth in aggregator order volumes and revenue.
• Improvement in aggregator ratings and customer feedback.
• Percentage share of online sales in total business.

Business Development & Expansion

• Timely and within-budget launch of new centres/hubs.
• Successful entry into new markets.
• Revenue contribution from new initiatives.

Leadership & Team Development

• Employee engagement and retention metrics.
• Achievement of individual and team KPIs.
• Development and succession planning for next-level leadership.