Member Success Team Lead

Location: India, Delhi NCR
Department: Marketing, Sales & Communications

Job Title: –  Member Success Team Lead

Location: – Delhi NCR

About Tide

At Tide, we are building a finance & admin platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,800 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany. 

Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.   

About the team

Tide specialises in  Prepaid Payment Instruments (PPIs), such as smart cards and digital wallet which helps us to get access to the amount already prepaid. This means we can make purchases without transferring money. You will be Part of Member Engagement Marketing Team As a Member Success Team Lead You’ll supervise a team of Member Success Executives in calling our members, building relationships with them and getting to understand their businesses. You’ll match their businesses with relevant products and services – ensuring that they thrive by using tools and services to save them time. The role will be phone based, in addition to leading the team you’ll have your own individual revenue targets.

As a Member Success Team Lead, you will be:

  • Scaling and building a team; hire, train, coach, develop and manage a team of sales/reps ensuring that their wellbeing is your top priority.
  • Working towards your own conversion and revenue target.
  • Using data analysis to inform decision making and identify good quality leads for our variety of products.
  • Identify new revenue opportunities to suit the member’s business at hand.
  • Regularly communicating cross functionally with the product teams, to ensure we continue to upsell the full updated range of products and services – from credit, expense cards, plans, invoicing and much more.
  • Managing day to day activities such as coaching and mentoring, call statistics, conversions, and continuously reporting back.
  • Leading presentations with the team in weekly/monthly training sessions.
  • Motivating the sales team, monitoring activity, call volumes and service levels and taking appropriate action to optimize productivity.
  • Implementing documentation and processes.
  • Acting as an expert at troubleshooting blockers/bugs, always demonstrating a technical mindset.
  • Creating new processes/ workarounds and coach the team through all issues that arise (both technical and non technical).
  • Ensuring you are process driven and well organized so that objectives are met within tight deadlines.
  • Managing budgets + P&L.

What we are looking for

As a Member Success Team Leader, you’ll have previous experience building and managing your own sales team from scratch. Implementing structures and processes and will love the ability to make a role your own. As a natural leader, you’ll take enjoyment from coaching and developing your team. 

Entrepreneurial by nature, you’ll be upbeat, kind, willing to get stuck in wherever needed, and will thrive in a fast paced and ever changing environment. You’ll be hard working and a self starter with a keen sense of urgency. You’ll also be proactive, target driven and enjoy working cross functionally, constantly seeking new revenue opportunities for your team. Integrity and team spirit are at the heart of everything you do.

You’ll play a key, pivotal role within Tide, with a unique opportunity to scale a team and be responsible for driving Tide’s revenue to the next level. What makes you a great fit:

  • You have 7 to 9 years’ total experience in building/managing a team, and/or financial services tele sales and sales management (and have undertaken and delivered business development training).
  • You have demonstrable previous success working towards a revenue target.
  • You are creative – will look for new ideas outside the box.
  • You are proactive, constantly finding new ways to exceed targets and motivate your team.
  • You are great at identifying opportunities to improve efficiency within team processes.
  • You have excellent verbal, written and interpersonal communication skills in English.
  • You have experience using Zendesk and are competent at picking up new IT systems.
  • You feel comfortable working in a fast paced, quickly changing environment and will pioneer change.
  • You are confident, outgoing and enthusiastic – but are also compassionate and able to adapt to the needs of your team.
  • You are comfortable taking ad-hoc tasks to support other business areas, such as the KYC Analyst team or Member Support.
  • You possess some knowledge of Compliance, KYC, AML and associated regulations.
  • You have the ability to listen, learn and adapt to feedback and love working in a close-knit team and ultimately have a can do attitude.
  • You are data driven and have lots of experience analyzing data.

What you'll get in return

  • Competitive salary
  • Self & Family Health Insurance
  • Term & Life Insurance
  • OPD Benefits
  • Mental wellbeing through Plumm
  • Learning & Development Budget
  • 15 days of Privilege leaves
  • 12 days of Casual leaves
  • 12 days of Sick leaves
  • 3 paid days off for volunteering or L&D activities
  • Stock Options

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. 

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.