Online Sales Team Lead at Moko Home + Living

Role Summary

• The Online Sales Team Lead is a hands-on commercial leader responsible for driving strong online sales performance while ensuring a consistently high-quality customer experience. This role coaches, motivates, and holds agents accountable for results, and serves as the link between frontline execution and management insight.

Responsibilities

• Coach online sales agents to consistently improve conversion, AOV, revenue, and customer experience.
• Role-model 5-star MOKO customer care by actively handling customer chats and calls.
• Drive strong follow-up discipline, pipeline hygiene, and adherence to SOPs and attribution rules.
• Monitor team performance, errors, and customer feedback, intervening early through coaching and guidance.
• Support performance management processes, including structured coaching plans and PIPs, in partnership with Managers and HR.
• Lead adoption of tools, systems, and processes while ensuring the team uses them correctly and consistently.
• Provide clear performance visibility and insights to management through regular reporting.
• Collaborate with cross-functional teams to improve customer outcomes and operational efficiency.
• Build a positive, motivated, and high-accountability team culture aligned with MOKO values.

 Qualifications & Experience

• 3-5+ years’ experience in online sales, customer care, or retail sales environments.
• Previous experience coaching, mentoring, or leading frontline teams.
• Demonstrated ability to deliver results against revenue and performance targets.
• Comfortable working with CRM systems, chat/call tools, and performance data.

Skills & Competencies

• Strong coaching and feedback capability with a balance of empathy and accountability.
• Excellent communication and interpersonal skills.
• High attention to detail and process discipline.
• Confident decision-making and sound judgement.
• Passion for customer experience and team development.
• Culture & Expectations
• Brings energy, ownership, and enthusiasm to the team.
• Role-models the INSPIRE culture principles.
• Works collaboratively across teams and earns trust through consistency and fairness.