Descrição da vaga
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
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 portalDrive speed-to-lead and improve conversion rate through process discipline and coachingDefine and monitor SLAs for response time and follow-upChurn Reactivation
Lead efforts to reactivate churned accounts and recover lost revenueBuild a systematic, repeatable approach to identifying and prioritizing reactivation opportunitiesSmall Accounts (Remote Servicing)
Manage remote coverage of small accounts that do not warrant a dedicated KAMEnsure service quality and account growth through efficient, scalable processesSales Support
Provide operational support to the broader commercial teamEnsure fast turnaround and high satisfaction from internal stakeholdersCross-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 functionTrack and report on performance metrics across all four workstreamsPartner closely with Marketing, KAMs, Customer Success, and the broader Commercial team to align on lead flow, account handoffs, and shared goalsSuccess Metrics (6–12 months)
Growth in active customer base (%)Standardized, documented processes across all four functions, replicable across countriesImproved 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 operatorsUnderstanding 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 analysisProcess-oriented mindset, with experience designing or improving operational playbooksLeadership
People management experience, ideally across diverse functions or a fast-changing environmentExecution 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 SalesBehavioral
Builder mindset — comfortable structuring a function from the ground up in a lean, still-forming regional operationAutonomy and comfort with ambiguityCultural adaptability, with an eye toward managing teams across multiple countries as the role expandsNice to Have
Prior experience in Inside Sales, Sales Operations, or Customer Growth rolesExperience operating in a regional or multi-country contextPortuguese, Spanish and English fluency, given the Brazil & Colombia scope