Job Description

Job Requirements

Job Title: Lead Retail Operations (Leads generation)


Business Unit: Watches & Wearables


Location: Bangalore



About Titan Company Limited:


Titan Company Limited, a part of the Tata Group, is India's leading player in the lifestyle segment with an impressive portfolio of brands in watches, wearables, jewellery, and more. We are looking for an experienced and driven professional to head our national Leads Generation function under the Watches & Wearables division.



Position Overview:


The Lead-Retail Operations (Leads Generation) will be responsible for leading a geographically distributed team that drives online lead conversion and digital sales performance across India. This senior leadership role will focus on driving business outcomes through data-driven sales strategy, team capability building, and seamless collaboration with cross-functional teams.



Key Responsibilities:


Strategic Leadership & Sales Oversight

Drive online sales and conversion targets through efficient and scalable lead generation and nurturing strategies. Lead a national team of regional team leads and lead champions to ensure consistent and high-performing online lead closures across all zones. Partner with business, product, and marketing teams to align sales strategies with broader business goals.

Operational Excellence

Monitor daily and weekly SLAs: C-SAT, Response Times, Missed Chats, Lead Transfers, OB Calling TAT, and ensure compliance and performance improvement. Optimize workforce management through efficient rostering, load balancing, and scheduling across all touchpoints and platforms. Implement and evolve standard operating procedures to deliver best-in-class online customer engagement and lead conversion.

Team Development & Performance Coaching

Provide coaching, mentorship, and growth paths for regional team leads and lead champions to elevate functional and people leadership capability. Identify training needs through audits and performance reviews; collaborate with L&D teams to roll out relevant upskilling programs. Recognize and reward high performers; drive a performance-oriented, motivated, and customer-centric culture.

Cross-Functional Collaboration

Work closely with regional IT, HR, Admin, RBMs, and store teams to ensure effective lead assignment, store conversion collaboration, and timely interventions. Lead Salesforce CRM optimization and contribute to tool customization to improve productivity and lead tracking.

Reporting & Insights

Oversee daily/weekly reporting of productivity metrics, adherence, SLA performance, and agent scorecards. Leverage data analytics to drive decision-making, identify bottlenecks, and continuously improve conversion rates and team effectiveness.


Why Join Us?


At Titan, innovation, trust, and customer-centricity form the backbone of our business. Join a high-impact digital sales function and be part of an exciting growth journey with one of India's most respected lifestyle brands.

Work Experience

Qualifications & Experience:

Education: Graduate/Postgraduate in Business Administration, Marketing, or related field Experience: 7-10 years of experience in sales leadership, digital lead management, or inside sales, with at least 4 years in team leadership roles in retail, consumer tech, e-commerce, or service industries


Required Skill Sets:

Strong verbal and written communication skills Proficient in MS Office (especially Excel and PowerPoint); experience with CRM platforms like Salesforce Sharp analytical and observation skills High emotional intelligence and strong interpersonal skills Ability to manage large teams across multiple locations and time zones * Proven track record of driving high-performance culture and meeting aggressive growth targets