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Role Purpose
Own the vision,roadmap, and delivery of Tata Play Fiber's sales technology ecosystem, spanningSales Force Automation (SFA), Field Force Automation (FFA), CRM, prospectfunnel management, customer onboarding, channel management, incentiveautomation, and gig workforce platforms.
Drive digitizationand AI-led automation across prospect acquisition, lead management, salesconversion, customer onboarding, field execution, partner engagement, workforceproductivity, and incentive management to improve growth, efficiency,governance, and user experience.
Gig economy andmarketplace platform experience is a critical requirement for this role, asTata Play Fiber builds its next-generation acquisition and workforce ecosystempowered by employees, partners, and gig sales associates.
KeyResponsibilities
Product &Platform Ownership
- Define and own the product roadmap for Sales Platforms, Workforce Automation, and Customer Acquisition Platforms.
- Translate business needs into scalable digital products and workflows.
- Drive platform adoption, user experience, operational efficiency, and measurable business outcomes.
- Identify opportunities to leverage automation, analytics, and AI to accelerate growth and productivity.
Sales, Funnel& Channel Automation
- Own and optimize the end-to-end prospect-to-customer lifecycle across all acquisition channels.
- Drive automation across lead capture, lead distribution, lead nurturing, opportunity management, customer onboarding, activation, and installation journeys.
- Design and enhance prospect funnel management capabilities across lead generation, qualification, allocation, conversion, and activation stages.
- Build visibility into funnel health, conversion rates, leakage points, turnaround times, and acquisition productivity.
- Improve lead routing through AI-enabled prioritization and productivity-based assignment models.
- Lead automation across sales tracking, retailer/distributor management, field operations, incentive administration, and governance processes.
CustomerOnboarding & Activation
- Own digital customer onboarding journeys from acquisition through installation and activation.
- Design seamless onboarding workflows covering KYC, feasibility checks, documentation, installation scheduling, activation, and customer communications.
- Improve prospect-to-installation conversion and reduce onboarding turnaround times.
- Establish monitoring frameworks for onboarding SLAs, activation rates, installation turnaround times, and funnel leakages.
Gig WorkforceEnablement
- Design and scale platforms for gig partner onboarding, KYC, training, certification, activation, and engagement.
- Build lead marketplace capabilities, allocation engines, productivity tracking, performance scorecards, and payout systems.
- Develop gamification, rewards, and engagement programs to improve workforce productivity and retention.
- Create digital capabilities to support a scalable acquisition workforce across geographies.
- Establish governance, compliance, fraud prevention, and performance management frameworks.
AI, Analytics& Automation
- Drive AI-led initiatives including lead scoring, intelligent lead routing, workflow automation, productivity copilots, and reporting automation.
- Build dashboards and self-service analytics for acquisition, sales productivity, conversion, workforce performance, and customer onboarding.
- Leverage predictive analytics and GenAI to improve sales effectiveness, decision-making, and operational efficiency.
StakeholderManagement
- Partner with Sales, Distribution, Technology, HR, Finance, Operations, Customer Experience, and external technology partners.
- Own requirements gathering, user stories, UAT, rollout planning, training, adoption, and change management.
- Act as the business owner for all sales and workforce platform initiatives.
Experience &Qualifications
- MBA / PGDM / MMS with 6-12 years of relevant experience.
- Experience in Product Management, Business Analysis, Marketplace Platforms, Sales Transformation, CRM, SFA, FFA, or Workforce Automation.
- Hands-on experience with Salesforce, Zoho, CRM platforms, Incentive Management Systems, Workforce Platforms, or Marketplace Products.
- Experience working with large distributed sales teams, partner ecosystems, agent networks, or gig workforce models.
- Experience in Telecom, Broadband, DTH, FMCG, Consumer Internet, Fintech, E-commerce, Logistics, Mobility, Marketplace, or Gig Economy businesses preferred.
Must-Have GigEconomy Experience
Candidates musthave demonstrated experience building, managing, scaling, or digitizing gigworkforce, marketplace, partner, agent, freelancer, creator, delivery, ordistributed workforce ecosystems.
Experience shouldinclude multiple areas such as:
- Gig workforce onboarding, activation, and lifecycle management
- Marketplace or platform-based business models
- Lead allocation and demand-supply matching engines
- Workforce productivity and performance management
- Incentive, commission, rewards, and payout systems
- Agent, partner, freelancer, contractor, or creator ecosystems
- Workforce engagement, gamification, and retention programs
- KYC, compliance, governance, and fraud-control mechanisms
- Mobile-first digital products serving large distributed user bases
- AI-driven workforce or marketplace optimization
Skills
Functional
- Product Management
- Business Analysis
- Sales Force Automation (SFA)
- Field Force Automation (FFA)
- CRM & Lead Management
- Prospect Funnel Management
- Customer Acquisition & Onboarding
- Marketplace & Gig Workforce Management
- Channel & Distributor Management
- Incentive & Payout Automation
- Process Re-engineering
Technical
- Salesforce / Zoho Ecosystem
- Mobile & Workflow Automation Platforms
- Data Analytics & Reporting
- API & Integration Concepts
- Generative AI Applications
- JIRA / Confluence / Azure DevOps
Success Measures
- Lead-to-Opportunity Conversion Rate
- Opportunity-to-Installation Conversion Rate
- Customer Activation Rate
- Funnel Velocity and Leakage Reduction
- Customer Onboarding Turnaround Time
- Gig Workforce Activation & Retention
- Improved Field and Gig Workforce Productivity
- Revenue Contribution from Gig Workforce Channels
- Increased Platform Adoption and Engagement
- Faster and More Accurate Incentive Payouts
- Improved Sales Visibility and Governance
- Reduced Manual Processes Through Automation
- Measurable Business Impact from AI and Digital Initiatives
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