Karan Ahuja

Leading a team of 25 associates, 3 SME’s, responsible to generate the cumulative e-commerce revenue of INR 7.5 Cr. QoQ. Driving revenue and sales for India business across the e-commerce platform with multiple categories and product lines. Achieve company objectives by planning effectively, setting goals, analyzing performance data, and projecting future performance. Set objectives for the team, train, and coach, and monitor performance to ensure that assigned tasks and responsibilities are fulfilled and KPIs are met. Track, analyze, and communicate key quantitative metrics and business trends as they relate to partners and clients. Supervising and monitoring the performance level of the associates for ensuring superior customer service and accomplishment of service targets. Work with the management to improve the efficiency of existing processes and procedures to enhance and sustain the organization’s internal and future growth prospects. Forecast, analyze, and evaluate monthly, quarterly, and yearly sales performance.

Lead and manage a high performing inside sales team of 30 members and 2 Team Leaders, fostering a collaborative and motivated work environment. Set clear sales targets, guiding team members to consistently exceed quotas. Develop and execute effective sales strategies to drive revenue growth and increase market share in the SaaS industry. Collaborate with senior management to align sales efforts with overall company goals. Monitor team's sales metrics, identify areas for improvement, and implement corrective actions. Provide ongoing coaching and mentoring to develop strong sales skills and product knowledge. Work closely with marketing and product development teams to share insights from the sales frontlines. Leverage CRM tools for lead tracking, pipeline management, and sales cycle optimization. Prepare and present regular sales reports to senior management, showcasing team achievements.

Delegating tasks and responsibilities among team members. Responsible for training new team members & creating training material. Ensures and maintains occupancy, shrinkage, and attrition as per company norms. Monitor and audit calls to ensure a positive customer experience and ensure excellent CSAT and SLA levels. Helping managers in the development and implementation of procedures that improve efficiency. Facilitate learning and development for all the team members of the department. Ensuring a clean, safe, and friendly working environment.

Responsible for generating Sales, Cross selling, and Upselling. Handling customer issues and queries via various channels to provide the relevant resolutions and the best in industry customer satisfaction. Ensuring Excellent CSAT and Quality. Inter-departmental coordination to resolve the user-sensitive issues within the TAT to minimize the escalations.