Member Success Manager

Job description

### **A****BOUT TIDE** At Tide, we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions, from invoicing to accounting. Tide is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data driven decisions to serve our mission: to help SMEs save time and money so they can get back to doing what they love. **Tide facts:** - Tide is available for UK, Indian, German and French SMEs - Over 2 million members globally and rapidly growing - Over $300 million raised in funding - 3,000 Tideans globally - Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026 - We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram, New Delhi, Berlin, Paris and Luxembourg ### ABOUT THE ROLE: We are looking for an experienced and performance-driven Commercial Insurance Sales Manager to lead our Insurance sales function selling B2C insurance products into the UK market, based in Delhi NCR. The ideal candidate will drive revenue growth, own and continuously optimise the end-to-end sales process, and lead a team of Sales Team Leads and their telesales agents to consistently exceed targets while maintaining a high-quality, compliant member experience. **Key Responsibilities:** - Lead and manage the Insurance sales function in Delhi NCR, overseeing Team Leads and their telesales teams to consistently deliver and exceed sales targets and KPIs - Own and continuously improve the end-to-end sales process — scripts, objection handling, lead routing, follow-up cadence and CRM workflows — to lift conversion and reduce time-to-close - Monitor daily, weekly and monthly performance, call metrics and KPIs across the team, identifying trends and opportunities for improvement - Conduct call monitoring and quality reviews, providing real-time feedback to Team Leads to maintain performance standards - Set targets, run incentive and recognition programmes, and hold Team Leads accountable for team performance - Handle escalations and support Team Leads with complex queries, objections and process exceptions - Prepare and present performance reports — daily, weekly and monthly — with insights and recommendations to senior stakeholders - Partner with Finance to set, track and refine revenue forecasts and targets for Insurance products - Support recruitment, onboarding and training of Team Leads and sales agents as the team scales - Collaborate with cross-functional teams (Campaigns, Product, Business Intelligence, Compliance and Support) to close feedback loops and action new requests - Ensure the team meets compliance requirements (scripts, UK regulatory standards and quality standards) - Stay ahead of competitor activity and market trends in UK B2C insurance ### WHAT WE ARE LOOKING FOR: - 7–10 years of overall experience in B2C insurance sales, with at least 3 years in a managerial position leading sales teams - Extensive knowledge of B2C insurance sales, with a strong preference for experience selling into the UK market - Specialism in sales process design and optimisation, with a track record of improving conversion and efficiency - Strong knowledge of outbound/telesales techniques, objection handling and data analysis - Excellent communication, interpersonal, leadership and coaching skills - Result-oriented with a strong track record of meeting and exceeding sales targets - Familiarity with CRM’s, dialers and call monitoring tools - Ability to work in a dynamic, fast-paced and target-driven environment, managing multiple Team Leads - Self starter and highly motivated - Familiarity with UK insurance regulatory and conduct requirements (e.g. FCA principles) is considered an advantage ### WHAT YOU’LL GET IN RETURN: - 25 days paid annual leave - 3 paid days off for volunteering or L&D activities - Personal L&D budget - Additional health & dental insurance - Mental wellbeing platform - Snacks, light food, drinks in the office - WFH equipment allowance ### TIDE IS A PLACE FOR EVERYONE At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard. *At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.* **Disclaimer** *It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:* - *Tide does **not** charge any fees at any stage of the recruitment process.* - *All official Tide job opportunities are listed exclusively on our [**Careers Page**](https://www.tide.co/careers/) and applications should be submitted through this channel.* - *Communication from Tide will only come from an official **@tide****.co** email address.* - *Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.* *If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at [talent@tide.co](mailto:talent@tide.co) Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.* **Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our [AI Policy](https://assets.ctfassets.net/3h69mkdgxn20/5MFtWSdG8YLKq3jZkK52NY/3f18633073e6cdbd03bba4b9791c64f4/Using_AI_throughout_the_Hiring_Process.pdf).** **Your personal data will be processed by Tide for recruitment purposes and in accordance with* *[Tide's Recruitment Privacy Notice](https://assets.ctfassets.net/3h69mkdgxn20/30JAUcDJMlaCwUKt4zoW0j/dd541981a67b6838d6e54537704bc8aa/Tide_Recruitment_Privacy_Notice_Job_Post_Version.pdf)**.**