Inside Sales Officer

About This Role

Job Description The Inside Sales Executive is responsible for qualifying leads, generating new business, and converting leads into accounts for the field sales team to manage. This role focuses on early-stage sales activity including outreach, engagement, qualification, and conversion, delivering a seamless customer experience and driving incremental revenue.

Accountabilities

• Deliver against key activity KPIs such as daily contact volume, lead-to-opportunity ratio, lead response time, opportunity-to-deal conversion, and revenue per account.
• Support onboarding and account set-up for newly activated accounts, ensuring access to booking platforms, private fare agreements, and communications channels are enabled.
• Proactively flag lead or account trends (e.g., common objections, pricing issues, competitor insights) to the Inside Sales Manager and relevant commercial stakeholders to inform campaign and pricing strategy.
• Continuously improve sales skills through participation in enablement sessions, CRM training, and virtual selling workshops to enhance effectiveness and personal performance.
• Conduct outbound prospecting activities via phone, email, and virtual channels to qualify leads, engage new contacts, and assess commercial potential across Tier 1–3 corporate and trade accounts.
• Manage a portfolio of low-touch B2B accounts, ensuring structured engagement and consistent follow-up to drive account activation, upsell opportunities, and campaign responsiveness.
• Execute structured outreach cadences based on lead source and segment type (e.g., event leads, dormant accounts, referrals, web enquiries), adhering to defined SLAs for first contact and follow-up.
• Qualify leads effectively using agreed frameworks (e.g., BANT or custom tiering criteria), assessing account potential, booking activity, and strategic fit to determine conversion path or escalation.
• Utilise Salesforce CRM to track all activities, including call notes, opportunity updates, account status, and pipeline progression. Maintain clean, complete, and up-to-date records at all times.
• Drive conversions across tactical campaigns, promoting commercial offers, private fares, and incentive programs relevant to the segment or region. Work in coordination with Campaign Planning and Trade Marketing teams.
• Escalate qualified, higher-value opportunities to Field Sales or Global Accounts with all relevant data and context, ensuring seamless handover and continuity of engagement.
• Reactivate dormant accounts by analysing historical booking patterns, identifying re-engagement triggers, and reintroducing value propositions aligned to current business needs.

Qualifications

• Bachelor’s degree in business, Sales or related fields required
• Minimum of 4+ years in inside sales, customer service or B2B sales
• CRM experience (Salesforce preferred)
• Strong upselling, communication and negotiation skills, with proven track record of lead hunting, nurturing and conversion.
• Highly organised and goal-oriented
• Multilingual capabilities advantageous

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

Recruitment Fraud Alert 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.