Telemarketing Manager

About EPOS

Backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), EPOS is a leading Point-of-Sale (POS) digital solutions provider headquartered in Singapore. Supporting and empowering Every Point Of Success, we help SMEs grow digitally with confidence through our innovative POS solutions and business tools.

The Sales & Operations Support Manager will provide day-to-day operational and administrative support to the Sales function, ensuring sales activities, merchant onboarding, data, systems and operational processes are properly coordinated and completed.

The role will work closely with the Sales team, Sales Managers, Merchant Operations, Finance, Product and other internal teams to ensure smooth execution of the sales process, timely follow-up of operational matters and accurate maintenance of sales and merchant information.

This role serves as a key coordination point between Sales and Operations, helping to identify operational gaps, follow up on pending cases and improve the efficiency of sales-related processes

Role Overview

We are looking for an experienced, high-impact Telemarketing Manager to lead and scale our Sales Development Representative (SDR) team. In this pivotal role, you will be responsible for driving top-of-funnel pipeline generation, optimizing outbound telemarketing initiatives, and qualifying high-intent leads across retail and F&B merchant segments.

Beyond booking demos, you will directly influence conversion efficiency—ensuring qualified appointments result in completed product demonstrations and collaborating closely with our Business Development (BD) team to maximize the overall Close-Won Rate.

Key Responsibilities

1. Team Leadership & Coaching

• Lead, mentor, and coach a team of SDRs and telemarketers to hit daily activity metrics, qualified appointment targets, and monthly demonstration quotas.
• Conduct regular call audits, mock pitch sessions, and script refinements to improve cold calling, objection handling, and pitch conversion.
• Track team KPIs, establish clear OKRs, and conduct structured 1-on-1 performance reviews and pipeline check-ins.

2. Pipeline Generation & Quality Control

• Oversee multi-channel outbound outreach (cold calls, social selling, messaging, email) targeting independent and multi-chain retail and F&B business owners.
• Ensure stringent lead qualification criteria (BANT / MEDDPICC frameworks) so that scheduled demos have high purchase intent and operational fit.
• Monitor demo attendance and show-up rates, implementing proactive confirmation protocols to minimize drop-offs and no-shows.

3. Conversion Optimization & Merchant Engagement

• Work collaboratively with field Business Development (BD) teams to track the end-to-end journey from Demo Given to Closed-Won.
• Analyze funnel leakages between initial outreach, demo attendance, and signed contracts; implement corrective actions to continuously boost win rates.
• Partner with Product and Marketing teams to refine target merchant buyer personas, test promotional campaigns, and enhance lead lists.

4. Process Governance & CRM Management

• Enforce CRM data hygiene (HubSpot / MAGA ), ensuring accurate tagging of lead sources, dispositions, meeting notes, and daily End-of-Day (EOD) logs.
• Build automated sales workflows, follow-up cadence triggers, and dashboard reporting for leadership visibility into SDR productivity and revenue attribution.

Key Requirements:

• Minimum 5 years of sales or inside sales experience, with at least 2+ years in a leadership/supervisory role managing Telemarketing, SDR, or BDR teams.
• Direct experience in SaaS, B2B technology, cloud POS systems, fintech, or merchant acquiring is highly preferred.
• Demonstrated success in meeting or exceeding outbound meeting targets, demo completion quotas, and pipeline generation goals.
• Strong command of CRM platforms (e.g., Maga, HubSpot), VoIP dialers, and Sales Force Automation (SFA) tools.
• Data-driven mindset with the ability to interpret conversion metrics, identify pipeline bottlenecks, and forecast capacity.
• Exceptional verbal and written communication skills in English and Bahasa Malaysia (fluency in Mandarin/Cantonese is a plus to connect with diverse local merchant profiles).
• High grit, empathetic coaching ability, and a structured, process-oriented mindset.