Call Center Manager (Sales)

Dubai Permanent
  • Leading multinational derma-cosmetics company
  • Leadership role

About Our Client

A global derma-cosmetics brand

Job Description


  • Call customers on daily basis to promote and sell the products; Based on daily defined plan by manager through CRM system to call at least 30 POS per day
  • Increase sell-in of scatted pharmacies: make sure that sales to each POS are based on potentiality, do not over stock and manage expiry
  • Respect the payment terms that are defined by manager
  • Meet the targets on monthly basis
  • Follow up visits to major customers to keep relationship and monitor the brand products displays


  • Increase the Sell-out with help of retail marketing usage of the proper tools and packages and wrapped offers needed
  • Coordinate with mysterious shopper to evaluate the sell-out potentiality
  • Build good relationship with clients
  • Carrying out activities in scattered pharmacies to boost sales
  • Support product knowledge to scattered pharmacies
  • Improve and suggest commercial condition focus on Retail sell out impact
  • Collaborate to define yearly marketing campaign with retail marketing department

Call planning:

  • Define daily and monthly routing plan as well as number of calls based on pharmacy classification
  • Prepare monthly call plan and update it when needed
  • Follow all KPI's of in-bound and out-bound calls
  • Define the new customers list to be contacted
  • Reporting effective number of calls and call results
  • Being responsive on call center to request of each customer
  • Follow scripted sales call and update it when needed
  • Keeping pharmacy database up to date
  • Work on accounts classification and keep it updated; Defining the criteria for categorizing the POS to class A, B, C
  • Split yearly sales target in collaboration with Commercial director per client category
  • Handle customers enquiry
  • Handle customer surveys
  • Support product knowledge, and participate to implement pharma-game

Operational Functions:

  • Work closely with KAM to classify accounts and build the right promo approach
  • Work on Universe classification and define classification criteria
  • Define number of calls and call objectives
  • Coordinate with Merchandising team to implement visibility where applicable
  • Coordinate with admin team for PO issuance, order processing and delivery
  • Support product knowledge, and participate to implement pharma-game
  • Collaborate to define yearly marketing campaign with retail marketing department
  • Handle customers enquiry
  • Initiate and handle customer surveys
  • Collaborate to define yearly marketing campaign with retail marketing department

The Successful Applicant

  • Arabic speaker
  • Currently based in the UAE, preferrably Dubai
  • Experience in the derma/cosmetics sector, especially in sales
  • Previous experience in B to B client call center management
  • Customer-focused, customer relationship, product knowledge
  • Selling skills through call or video call
  • Team player
  • Handling objections
  • Time management
  • Customer service

What's on Offer

tax-free monthly salary + benefits

Lara Haidous
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Job summary

Healthcare & Life Sciences
Healthcare / Pharmaceutical
Contract type
Consultant name
Lara Haidous
Job reference