Add on Sales Consultant (Cross Sell & Up Sell)

Primary Focus:

To increase product penetration and merchant value by using data insights and targeted outbound campaigns to identify and convert cross-sell and upsell opportunities across the existing merchant base. This team delivers proactive, tailored conversations that encourage merchants to adopt more of the Product suite, supporting both growth and retention objectives.

Responsibilities:

1. Data-Led Opportunity Identification

o Analyse merchant behaviour, product usage, and segment data to identify upgrade and add-on opportunities

o Build and manage a pipeline of qualified leads within the existing customer base

2. Outbound Campaign Execution

o Run telephonic and multi-channel campaigns targeting specific merchant segments or product offers

o Follow structured cadences and messaging to drive interest and conversions

3. Consultative Product Selling

o Educate merchants on the value of additional products (e.g., adding online payments, funding, or value-added tools)

o Position bundled or tiered offerings aligned to merchant needs and lifecycle

4. Campaign Feedback & Iteration

o Provide feedback on campaign performance, objections, and product gaps o Collaborate with Product, Marketing, and Data teams to refine targeting and messaging

5. Collaboration with Retention & Sales

o Work closely with Retention and Account Managers to ensure cohesive merchant experience

o Flag high-risk accounts or hand over for deeper account management if needed

6. Reporting & CRM Hygiene

o Maintain accurate records of interactions, outcomes, and opportunities in CRM

o Track lead status, campaign participation, and follow-up plans 

Product Growth Operating Model: 

• Product penetration
• Revenue growth from existing base: Supports cost-effective, sustainable growth
• Support for campaign execution
• Lifecycle growth
• Cross-functional insights

KPI’s

Competency Consultative Selling Data Interpretation Understands merchant needs and positions solutions accordingly Uses reports and dashboards to identify the right targets and timing Campaign Execution Product Fluency Follows structured call flows, messaging, and activity plans Deep understanding of the Omni-Product suite and its benefits Communication (phone/email) Confident, persuasive, and clear in outbound engagement CRM Discipline Target Driven Keeps systems updated with clean, actionable data Comfortable working toward clear sales, conversion, and campaign metrics Collaboration Works in sync with Retention, Marketing, and Product to align on messaging