Sales Support Executive - Customer Engagement Centres

Job Locations India-Gurgaon
ID
2021-7708

Introduction

The Economist Group logo

The Economist is a leading source of analysis on international business and world affairs, published weekly in print and digital editions, and daily through our apps and websites. We deliver our information through a range of formats, from newspapers and magazines to conferences, films and audio. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

The role of Sales Support Executive, Customer Engagement Centres will operate within the Customer Operations team and will support the Sales Managers and Head of Sales in the delivery of our subscriber retention, renewal and winback strategies across all channels of inbound and outbound direct customer interaction. 

Accountabilities

How you will contribute:

 

  • Support in the implementation, management and optimisation of a multi-channel subscriber sales process, delivering best-in-class sales performance and customer satisfaction.
  • Help to manage our inbound and outbound sales activities including:
    • Inbound subscription cancellation & save
    • Outbound subscription renewal and winback
  • Review and report on performance, activity plans, sales targets, objectives and KPIs 
  • Manage training plans, including delivery of content, to cover new and existing campaigns
  • Review, test and optimise sales scripts, messaging and save offers to maximise conversion rates.
  • Interrogate sales data to optimise performance by campaign and by channel.
  • In collaboration with marketing and the data team aid in both inbound and outbound sales forecasting.

Experience, skills and professional attributes

The ideal skills for this role include:

 

  • Experience working in a customer service centre or managing customer sales processes and communications desirable
  • Excellent written and verbal communication skills
  • Ideally, some knowledge of the Salesforce system
  • Excellent interpersonal and customer service skills
  • Detail-oriented and results focussed.
  • Excellent organisational skills and an ability to handle multiple projects, meeting deadlines through effective time management
  • Effective presentation of data using Excel and Powerpoint

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