Telesales and Retention Manager

About the Role

As a Telesales and Retention Manager at Vodafone in Doha, Qatar, you will lead the entire telesales and retention strategy closely aligned with company priorities to achieve commercial targets. Your focus will be on driving sustainable growth by maximizing recurring revenues, boosting customer retention, and enhancing overall profitability.

Key Responsibilities

• Develop and execute comprehensive telesales and retention plans that translate strategic priorities into actionable, revenue-generating activities.
• Accelerate revenue through increased lead conversion rates, cross-selling, upselling, migrating customers, plan upgrades, device sales, fixed services, and acquiring new customers within telesales channels.
• Oversee customer retention efforts by implementing saving techniques, lowering voluntary churn, safeguarding recurring income, and elevating customer lifetime value with balanced retention practices.
• Manage sales pipelines, campaign rollouts, lead distribution, and calling methodologies to maximize agent efficiency, conversion success, and channel revenue across diverse product lines.
• Cultivate a results-driven sales and retention culture by closing performance gaps, mentoring leaders and teams, enhancing skills, and embedding robust performance management to consistently meet revenue and customer satisfaction targets.
• Collaborate with departmental, financial, and customer operations leadership to inform product roadmaps, customer journey improvements, and go-to-market strategies using telesales insights to enhance market share.
• Leverage data analytics, AI-driven tools, and performance intelligence to optimize conversion rates, retention saves, team productivity, customer experience, and cost efficiencies, facilitating scalable revenue growth with improved margins.
• Prepare the team for future demands by nurturing digital selling skills, AI-enabled lead prioritization, process automation, advanced analytics, customer value management, and consultative selling techniques to drive contribution growth while maintaining a lean operational model.
• Identify and implement process enhancements, automation, CRM optimizations, and data-driven decisions to increase sales efficiency and reduce selling costs.
• Establish a scalable enterprise telesales framework focused on expanding business customer reach, protecting recurring enterprise revenue, and growing upselling and cross-selling opportunities while controlling costs and optimizing partner engagement.
• Ensure adherence to regulatory standards, sales governance policies, quality benchmarks, and exceptional customer experience practices, upholding ethical sales conduct.
• Track and analyze key performance indicators including conversion rates, retention saves, sales productivity, revenue figures, churn levels, quality assessments, customer satisfaction, adherence, occupancy, and cost per acquisition to inform corrective strategies.
• Scout for new market trends, customer insights, and competitive intelligence to propose novel sales methods, retention strategies, and campaigns that heighten channel performance.
• Champion the expansion of telesales activities into business segments through cross-functional collaboration on contract renewals, cross-selling offers, and retention plans.
• Carry out any additional projects, tasks, or responsibilities assigned by the direct manager.

Qualifications and Experience

• A bachelor's degree or equivalent qualification from a recognized university is essential.
• Minimum of 10 years' experience in telecommunications management roles, ideally with significant involvement in sales functions.
• Proven ability to engage with stakeholders and senior management effectively, exhibiting independent, logical thinking and identifying key collaborators to meet objectives.
• Strong capability to lead teams and execute initiatives through others.
• Resilience in prioritizing optimal outcomes for both customers and the business, even under challenging conditions; a sound commercial mindset and passion for sales combined with demonstrated people management and advanced presentation skills.
• Certification in Microsoft Office is advantageous along with knowledge of AI tools and automation platforms.