Lead Management Executive

Job Summary: As a Lead Management & Customer Engagement Executive, you will be responsible for managing the complete life cycle of customer leads from initial inquiry through engagement, nurturing, and conversion. This role combines telecalling, lead strategy, CRM execution, and content creation to enhance customer experience, improve retention, and support business growth. You will also play a key role in developing CRM communications, analyzing customer data for personalized outreach, and ensuring compliance with data privacy standards. The position requires strong communication, coordination, and reporting skills, with a focus on both individual performance and team success. 1. Lead Handling & Telecalling Respond to and manage all incoming leads from various sources (website, ads, referrals, etc.). Qualify leads based on predefined criteria (budget, timeline, intent, etc.). Maintain daily call logs and track lead status in CRM. Follow up systematically with cold, warm, and hot leads. Convert qualified leads into site visits or deeper conversations with the sales team. Led a team of CRM specialists, providing mentorship, performance guidance, and fostering a collaborative work environment. 2. Telecalling Strategy & Execution Develop a weekly calling plan to prioritize lead outreach. Monitor call-to-conversion ratios and continuously refine the calling approach. Personalize call pitches based on lead type (B2B, repeat, cold, etc.). Train junior telecallers if applicable or manage part-time/freelance callers. Proactively took on additional responsibilities to support team success and ensure seamless execution of campaigns. 3. Lead Generation & Strategy Analyze lead sources and suggest improvements in lead generation strategies. Coordinate with marketing/sales to ensure alignment between campaigns and target audience. Segment leads based on region, industry, behavior, etc., and plan follow-ups accordingly. Recommend tools, automation, or CRM workflows to improve lead management. Developed and implemented CRM strategies aimed at improving customer retention, loyalty, and engagement. 4. Content Creation With the Help of Brand Consultant (Telecalling + Mass Messaging) Write and regularly update engaging and persuasive telecalling scripts. Create WhatsApp, SMS, and email templates for lead nurturing and promotions. Generate short-form content for social media campaigns focused on lead capture. Collaborate with the design team (or use Canva etc.) for basic visuals if needed. Crafted compelling and targeted messaging for CRM communications across email, social media, and other digital channels using strong content writing skills. 5. Customer Relationship Management (CRM) Build and maintain strong relationships with existing and potential customers. Ensure timely communication and support post-inquiry or post-installation. Manage feedback loops and resolve complaints/escalations professionally. Keep CRM up to date with complete customer journey, notes, follow-up history. Encourage referrals and testimonials from satisfied clients. Analyzed customer behavior and data trends to personalize outreach and enhance overall customer satisfaction. Ensured strict compliance with data privacy regulations and implemented CRM best practices for data security and handling. 6. Reporting & Insights Prepare weekly reports on lead pipeline, follow-up status, conversion, and challenges. Track campaign effectiveness (which message/script/channel is working best). Share insights with marketing and sales teams to align future strategies. Generated and presented detailed reports on CRM performance metrics, offering actionable insights to support strategic decision-making.