Telesales Manager - Express

TELESALES MANAGER

International Express & Logistics Company

Working Location: Ho Chi Minh City

Working Hours

• Monday – Friday
• Standard office working hours
• Mainly office-based
  
  

About The Company


Our client is a leading global company in the international express delivery and logistics industry, providing international shipping, express delivery, and logistics solutions to both corporate and individual customers.

With a strong global network and well-established operations in Vietnam, the company offers a highly professional, process-driven and international working environment, with strong focus on customer experience, sales excellence, continuous improvement and employee development.

Role Overview

The Telesales Manager will be responsible for leading and developing the Telesales/Call Centre Sales team to achieve customer acquisition, active customer and sales performance targets.

This position focuses strongly on people management, sales performance management, coaching and team development, rather than traditional field sales activities.

The role reports directly to the Direct Sales Manager

Role Overview

The Telesales Manager is responsible for leading and developing the Telesales team to drive sustainable revenue growth through:

• New customer acquisition;
• Customer development;
• Customer retention;
• Sales productivity improvement;
• Strong sales execution and performance management.
  
  

The role has a strong focus on people leadership, sales coaching and performance improvement, with approximately 70% of working time dedicated to coaching and developing the Telesales team.

Key Responsibilities

1. Sales Performance & Customer Management

• Lead the Telesales team to achieve monthly sales, revenue and shipment targets.
• Drive new customer acquisition and ensure the team consistently develops new business opportunities.
• Drive a target of approximately 18 FTBs – First Time Buyers per Telesales Executive per month.
• Manage and improve performance across:
• New customer acquisition;
• Revenue;
• Shipments;
• Sales conversion;
• Active customers;
• Customer retention;
• Repeat business.
  
• Actively manage Business at Risk, inactive and lost customers and implement appropriate recovery or retention actions.
• Ensure sales representatives identify customer development opportunities across their portfolios.
• Support Telesales Executives in resolving important customer issues and developing complex sales opportunities.
• Participate in customer visits when required.
  
  

2. Telesales Team Leadership

• Plan, organize and lead an efficient and effective Telesales team to achieve sales objectives.
• Set clear sales targets and performance expectations for individual team members.
• Allocate appropriate customer portfolios, leads and sales activities across the team.
• Monitor individual and team sales activities and performance on a regular basis.
• Ensure the team maintains a healthy sales pipeline covering both new and existing customers.
• Balance activity KPIs with actual business outcomes, including:
• Conversion;
• Quality of new customers acquired;
• Revenue contribution;
• Retention;
• Repeat shipments.
  
• Create a high-performance sales culture with strong ownership and accountability.
  
  

3. Sales Coaching & People Development

• Dedicate approximately 70% of working time to sales coaching and people development.
• Conduct regular call monitoring, coaching, role-play and sales quality reviews.
• Coach team members on:
• Customer needs analysis;
• Consultative selling;
• Prospecting;
• Objection handling;
• Active listening;
• Communication;
• Negotiation;
• Closing;
• Customer development;
• Account retention.
  
• Conduct monthly coaching and follow-up sessions with each Telesales Executive.
• Identify individual performance gaps and establish clear development/action plans.
• Conduct monthly performance reviews to evaluate:
• Overall sales performance;
• New customer acquisition;
• Lost customer recovery;
• Existing customer development and retention.
  
• Identify training needs and development opportunities for team members.
• Support employee development and succession planning.
• Build a strong learning culture that encourages continuous improvement and performance excellence.
  
  

4. Sales Productivity & Execution

• Ensure Telesales Executives achieve required outbound call and sales activity targets.
• Improve selling productivity by minimizing non-selling activities and other potential time stealers.
• Ensure selling time is effectively allocated between:
• New customer acquisition;
• Existing customer maintenance;
• Customer development.
  
• Ensure the team follows the company's global sales processes, methodologies and coaching standards.
• Ensure customer contacts, sales activities, opportunities and outcomes are accurately maintained in the company's sales automation/CRM systems.
• Monitor team call cycles and portfolio management activities according to company guidelines.
  
  

5. Sales Pipeline & Commercial Management

• Ensure the team effectively manages prospects and opportunities through the sales pipeline.
• Monitor pipeline quality, conversion and future business potential.
• Review performance data and identify commercial opportunities or performance gaps.
• Translate sales data and insights into practical action plans.
• Support sales forecasting and periodic business performance reviews.
• Maintain strong commercial awareness of:
• Customer behavior;
• Revenue drivers;
• Customer development opportunities;
• Market trends;
• Sales performance drivers.
  
  

6. Stakeholder Management

• Work closely with the Direct Sales Manager on sales priorities, performance improvement and business initiatives.
• Undertake projects or duties assigned by the Direct Sales Manager.
• Collaborate effectively with relevant internal departments, including:
• Field Sales;
• Customer Service;
• Operations;
• Finance;
• Commercial teams;
• Other relevant country functions.
  
• Support cross-functional initiatives that contribute to customer satisfaction and business growth.
  
  

7. People Management

• Develop a high-performance and customer-focused culture within the Telesales team.
• Define individual KPIs and performance objectives with team members.
• Monitor employee performance and accountability.
• Conduct regular performance appraisals and development discussions.
• Manage team resources effectively to support business objectives.
• Identify and develop high-potential employees.
• Support succession planning and talent development.
• Maintain strong employee engagement while ensuring clear performance expectations.
  
  

Requirements:

Experience

• Minimum 5 years of progressive sales experience, preferably within a service-related industry.
• At least 2 years of direct experience leading or managing a Sales Team in a Telesales, Inside Sales or Call Centre Sales environment.
• Candidates with experience in the following industries are highly preferred:
• International Express;
• Logistics;
• Freight;
• Freight Forwarding;
• B2B Services.
  
• Proven experience in:
• Sales team management;
• Sales target and KPI management;
• Sales pipeline management;
• Sales forecasting;
• Customer acquisition;
• Sales conversion improvement;
• Coaching and developing salespeople;
• Performance management.
  
• Able to handle complex customer and business issues at managerial level.
  
  

Education

• Bachelor's Degree or above.
  
  

Language

• Vietnamese: Fluent.
• English: Strong/fluent business communication skills, both written and spoken.
• Japanese, Korean or Chinese language capability would be an advantage.
  
  

Skills & Competencies

• Strong people management and sales leadership skills.
• Strong coaching and team development capability.
• Sales forecasting and performance management.
• Customer needs-based/consultative selling.
• Excellent communication, presentation and interpersonal skills.
• Strong active listening and objection-handling skills.
• Analytical and problem-solving mindset.
• Good planning and time management.
• Strong commercial and market awareness.
• Proficiency in Microsoft Word, Excel and PowerPoint.
• Familiarity with CRM, sales pipeline or performance management tools is preferred.
  
  

Mindset

• Highly result-oriented and target-driven.
• Strong sense of ownership and accountability.
• Customer-oriented mindset.
• Growth mindset.
• Continuous Improvement mindset.
• Strong process discipline.
• Able to motivate, coach and improve the performance of sales team members.
  
  

Compensation & Benefits


Monthly Package:

• Gross Salary: VND 23,000,000 – 30,000,000/month
• Monthly Allowance: approximately VND 3,370,000/month
• Monthly Performance Bonus: subject to individual/team KPI achievement and company policy.
  
  

Other Benefits:

• Fixed 13th-month salary.
• Premium Generali healthcare insurance for employees.
• Mobile/phone subsidy.
• Professional working environment within a leading multinational organization.
• Structured sales processes, systems and performance management framework.
• Opportunity to work closely with experienced commercial and sales leaders.
• Coaching, training and professional development opportunities.
• Clear exposure to international express, logistics and B2B commercial operations.
• Career development opportunities within a large multinational organization.
  
  

Interview Process


The recruitment process consists of 03 rounds:

Round 1 – HR Interview.

Round 2 – Direct Sales Manager Interview

Round 3 – Head of Commercial Interview