Manager Inside Sales

Synopsis



The Manager, Inside Sales will lead the inside sales function responsible for generating new business, qualifying inbound and outbound leads, and converting leads into accounts for the field sales team to manage. This role will oversee the full lifecycle of lead conversion, prospecting, nurturing, and handover to field sales teams, ensuring consistent pipeline velocity, lead quality, and conversion performance.

The Manager will be responsible for building and scaling the inside sales model, optimising team structure and technology, and embedding Salesforce-led virtual selling best practices. This is a high-impact, performance-driven role designed to unlock incremental revenue, improve coverage efficiency, and support the global sales strategy through a data-driven, centralised sales engine.

Accountabilities



Lead and scale the global Inside Sales function responsible for generating new business and converting stagnant and new leads across low-touch B2B accounts, including SMEs, unmanaged corporates, and smaller trade agencies.

Design and implement the inside sales operating model, including the end-to-end lead management process; from lead intake and qualification to conversion or handover to field sales, ensuring clear SLAs, workflows, and governance across markets.

Own the performance, coaching, and development of a team of Inside Sales Executives and Team Leaders, driving a high-performance culture anchored in daily sales activity, conversion metrics, and customer responsiveness.

Oversee the configuration and optimisation of Salesforce CRM and related tools to support lead routing, engagement workflows, opportunity tracking, and pipeline visibility. Work with Sales Technology, Enablement, and IT to ensure automation and analytics are embedded across the function.

Establish qualification frameworks and segmentation rules to ensure the right accounts are targeted, prioritised, and routed to the appropriate channel (inside sales vs field), using dynamic lead scoring and commercial potential assessments.

Drive a consistent cadence of engagement activities including outbound calls, email campaigns, and webinars in coordination with Marketing and Campaign Planning teams. Leverage campaign data to improve effectiveness and targeting.

Develop dashboards and reporting frameworks to track lead-to-opportunity and lead-to-sale conversion rates, average time to contact, account activation rates, and retention KPIs. Use insights to continuously optimise team performance and refine playbooks.

Coordinate the structured handover of qualified accounts to Field Sales with full documentation, context, and commercial opportunity defined, ensuring no loss of momentum in the sales cycle.

Implement performance management frameworks and incentive structures aligned to KPIs such as lead response time, daily call volume, opportunity creation rate, and revenue contribution.

Champion CRM discipline and virtual sales best practices across the team, ensuring consistent data hygiene, activity logging, and customer journey visibility to support cross-functional collaboration and reporting.

Act as the strategic liaison between the Inside Sales team and stakeholders across Global Sales, Sales Planning, Revenue Management, Marketing, and Commercial Finance—ensuring alignment on growth priorities, campaign execution, and partner strategy.

Education & Experience



Bachelor’s degree in business, Sales or related fields required. Master’s degree is an advantage.

Minimum of 5+ years in aviation sales, B2B sales, or inside sales leadership.

Strong analytical background: ability to synthesize performance data in a meaningful way required

Experience in building or scaling digital / inside sales teams

Excellent grasp of broader commercial and revenue functions in the airline industry required

Team player with cultural awareness & understanding required, with ability to manage various stakeholder groups

Strong leadership and performance management skills

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

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Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.