Senior Inbound Manager

• Translate business strategy into actionable sales targets and KPIs for the Contact Hub.

• Monitor, review, and drive sales and service performance to meet or exceed targets.

• Lead data-driven performance reviews to identify gaps, trends, and improvement actions.

• Ensure compliance with sales process standards and effective coverage of assigned territories.

• Recruit, train, coach, and develop team members to achieve high performance.

• Foster a positive, motivating, and collaborative work environment.

• Conduct performance assessments and career development planning (Mid-Year & End-Year).

• Promote a culture of continuous learning, feedback, and accountability.

• Oversee relationships with Fulfilment Agents (FAs) to ensure On-Time-In-Full (OTIF) delivery.

• Coordinate with Area and Regional Sales Managers to optimize stock movement and order fulfilment.

• Lead weekly performance dashboards with regional teams to address FA performance and challenges.

• Ensure fair stock redistribution to maximize sales and outlet coverage.

• Manage and coordinate the entire Contact Hub team (internal and external) to deliver results.

• Align area assignments and targets in coordination with the National Contact Hub Manager.

• Ensure consistent call standards, productivity, and adherence to sales protocols.

• Conduct daily performance huddles and drive execution discipline.

• Provide ongoing coaching and mentorship to supervisors and team leads.

• Foster teamwork, healthy competition, and knowledge sharing within the team.

• Support TSRs with sales presentation techniques and outlet management best practices.

• Ensure comprehensive coverage of all assigned outlets per RTC standards.

• Drive sales effectiveness by monitoring call lists, order generation, and service quality.

• Collaborate with the field sales team to ensure OTIF delivery and outlet satisfaction.

• Safeguard and maintain company assets (IT devices, wallboards, headsets, etc.).

• Ensure optimal use of human, financial, and physical resources.

• Enforce compliance and take corrective action on misuse or negligence.

• Track daily and monthly KPIs for TSRs and supervisors.

• Produce actionable insights from dashboard data to improve performance.
• Report regularly to the National Contact Hub Manager on key issues and progress.

• Internal: National Contact Hub Manager, HR, Field Sales, Marketing, Regional Managers

• External: Third-party Contact Hub staff, Fulfilment Agents, Customers

• Associate /Bachelor's degree in Business, Marketing, or a related field.

• Minimum 5 years of relevant experience, including people management and contact-centre sales.

• Strong analytical and decision-making skills with attention to detail.

• Experience managing third-party vendors or outsourced teams is an advantage.

• Sales operations and performance management

• Customer relationship and stakeholder management

• Coaching and leadership

• Data analysis and reporting

• Conflict resolution and communication

• Proficient in Microsoft Office Suite (Excel, PowerPoint, Teams)

• Fluent in English (written and spoken)

• Sales volume and value achievement

• Call fulfilment rate, effectiveness, and customer conversion

• Brand/SKU penetration and strike rate

• Order delivery performance (OTIF)

• Team engagement and retention levels

Heineken