Inside Sales & Customer Growth Manager

Location: São Paulo - SP. (Regional scope)

Reports to: Regional Director Brazil & Colombia

Team: Directly manages analysts/executors across four functions (no intermediate leads at this stage), 10 HCs

About the Role

We are looking for a Head Manager of Inside Sales & Customer Growth to lead and structure our Inside Sales operation. This position comes with a clear mission: to become the engine of scalable, replicable, and intelligent customer base growth.

This role currently oversees four distinct functions — inbound lead conversion (hunting), churn account reactivation, remote servicing of small accounts, and sales support — with direct management of each team member.

Mission

Drive scalable, replicable, and intelligent growth of the customer base across the region by directly managing and standardizing the operations of lead conversion, account reactivation, remote account servicing, and commercial support — freeing up the Key Account Management (KAM) team to focus on strategic accounts.

Key Responsibilities

Hunting (Inbound Lead Conversion)

• Own the process for receiving and converting leads generated through the portal
• Drive speed-to-lead and improve conversion rate through process discipline and coaching
• Define and monitor SLAs for response time and follow-up

Churn Reactivation

• Lead efforts to reactivate churned accounts and recover lost revenue
• Build a systematic, repeatable approach to identifying and prioritizing reactivation opportunities

Small Accounts (Remote Servicing)

• Manage remote coverage of small accounts that do not warrant a dedicated KAM
• Ensure service quality and account growth through efficient, scalable processes

Sales Support

• Provide operational support to the broader commercial team
• Ensure fast turnaround and high satisfaction from internal stakeholders

Cross-Functional Leadership

• Design and standardize playbooks and processes across all four functions, built to be replicable across countries (Brazil & Colombia)
• Directly manage, coach, and develop the individuals executing each function
• Track and report on performance metrics across all four workstreams
• Partner closely with Marketing, KAMs, Customer Success, and the broader Commercial team to align on lead flow, account handoffs, and shared goals

Success Metrics (6–12 months)

• Growth in active customer base (%)
• Standardized, documented processes across all four functions, replicable across countries
• Improved conversion rate (hunting) and reactivation rate (churn)
• Team development plan in place, with a clear path toward a squad-lead structure as the operation scales

What We're Looking For

Industry Experience

• Solid experience in the travel & tourism industry, ideally within online travel platforms (OTAs), booking marketplaces, or tour/travel operators
• Understanding of how travel distribution works — lead sources, booking cycles, seasonality, and the relationship dynamics between platforms, operators, and agents

Functional / Technical

• Strong analytical capability — comfortable reading funnel data, conversion metrics, and churn/cohort analysis
• Process-oriented mindset, with experience designing or improving operational playbooks

Leadership

• People management experience, ideally across diverse functions or a fast-changing environment
• Execution discipline — able to drive rhythm, accountability, and results
• Strong negotiation and cross-functional influence skills — this role depends heavily on alignment with Marketing, KAMs, Customer Success, and Sales

Behavioral

• Builder mindset — comfortable structuring a function from the ground up in a lean, still-forming regional operation
• Autonomy and comfort with ambiguity
• Cultural adaptability, with an eye toward managing teams across multiple countries as the role expands

Nice to Have

• Prior experience in Inside Sales, Sales Operations, or Customer Growth roles
• Experience operating in a regional or multi-country context
• Portuguese, Spanish and English fluency, given the Brazil & Colombia scope