Manager Inside Sales Etihad Airways

Lead and scale the global Inside Sales function responsible for generating new business and converting stagnant and new leads across low-touch B2B accounts, including SMEs, unmanaged corporates, and smaller trade agencies.

Design and implement the inside sales operating model, including the end-to-end lead management process; from lead intake and qualification to conversion or handover to field sales, ensuring clear SLAs, workflows, and governance across markets.

Own the performance, coaching, and development of a team of Inside Sales Executives and Team Leaders, driving a high-performance culture anchored in daily sales activity, conversion metrics, and customer responsiveness.

Oversee the configuration and optimisation of Salesforce CRM and related tools to support lead routing, engagement workflows, opportunity tracking, and pipeline visibility. Work with Sales Technology, Enablement, and IT to ensure automation and analytics are embedded across the function.

Establish qualification frameworks and segmentation rules to ensure the right accounts are targeted, prioritised, and routed to the appropriate channel (inside sales vs field), using dynamic lead scoring and commercial potential assessments.

Drive a consistent cadence of engagement activities including outbound calls, email campaigns, and webinars in coordination with Marketing and Campaign Planning teams. Leverage campaign data to improve effectiveness and targeting.

Develop dashboards and reporting frameworks to track lead-to-opportunity and lead-to-sale conversion rates, average time to contact, account activation rates, and retention KPIs. Use insights to continuously optimise team performance and refine playbooks.

Coordinate the structured handover of qualified accounts to Field Sales with full documentation, context, and commercial opportunity defined, ensuring no loss of momentum in the sales cycle.

Implement performance management frameworks and incentive structures aligned to KPIs such as lead response time, daily call volume, opportunity creation rate, and revenue contribution.

Champion CRM discipline and virtual sales best practices across the team, ensuring consistent data hygiene, activity logging, and customer journey visibility to support cross-functional collaboration and reporting.

Act as the strategic liaison between the Inside Sales team and stakeholders across Global Sales, Sales Planning, Revenue Management, Marketing, and Commercial Finance ensuring alignment on growth priorities, campaign execution, and partner strategy.