CRM & Enablement Tools
Steve Phillips
Mumbai
Summary
Senior Sales Enablement and Product Enablement leader with over 15 years of expertise in Sales Governance, Training & Quality Audits, CRM Optimization, Change Management, and Performance Analytics.
Results-driven Learning & Development professional with strong focus on team collaboration and achieving goals. Prepared to create impactful training programs, utilizing skills in instructional design, leadership development, and performance improvement. Known for adaptability to changing needs and reliable support in fostering productive learning environment.
Overview
2026
2026
years of professional experience
4
4
Certifications
4
4
Languages
Work History
Head of Growth
Imarticus Learning Pvt. Ltd
Mumbai
10.2018 - Current
- Designed and executed end-to-end learning frameworks covering onboarding, functional skills, behavioral competencies, and leadership development.
- Built role-based learning journeys aligned to business KPIs, productivity benchmarks, and quality standards.
- Conducted a Training Needs Analysis (TNA) using performance data, audits, and stakeholder input to identify skill gaps.
- Delivered structured training and certification programs on sales fundamentals, customer engagement, and soft skills.
- Led process and product enablement programs to ensure consistent communication, compliance, and customer experience.
- Implemented call quality and sales effectiveness interventions based on audit insights, and performance trends.
- Facilitated training on professional conduct, workplace ethics, communication skills, service mindset, and conflict handling.
- Supported compliance-led learning around process adherence, data handling, and governance standards.
- Reinforced behavioral excellence through coaching, refresher modules, and on-the-job reinforcement.
- Designed and rolled out people-manager capability programs covering coaching, performance management, feedback, and team productivity.
- Enabled mid-level leaders in data-driven decision-making, performance reviews, and cross-functional collaboration.
- Partnered with leadership to align learning priorities with organizational change, and scale initiatives.
- Promoted a continuous learning culture through refresher programs, knowledge sessions, and best-practice sharing.
- Collaborated with Subject Matter Experts (SMEs) to design relevant, practical, and scalable training content.
- Drove learning, adoption, and engagement across geographically distributed teams.
- Directed strategic revenue leadership and digital revenue strategy, optimizing marketing and sales alignment to maximize ROAS, and contribution margin.
- Designed and executed data-driven go-to-market strategies for new and existing products, ensuring product-market fit, and scalable adoption.
- Facilitated cross-functional alignment between marketing, sales, and product teams to resolve lead quality and intent discrepancies.
- Managed budget approvals for growth initiatives and technology investments, establishing ROI success metrics.
- Cultivated long-term client relationships to secure repeat business, and enhance loyalty.
- Architected a CRM ecosystem (LeadSquared), improving workflow automation and lead distribution logic through third-party tool integration.
- Engineered standardized sales processes to minimize leakage, enhancing agent efficiency significantly.
- Evaluated and implemented sales acceleration tools to modernize sales floor operations.
- Optimized sales methods to acquire, develop, and retain customers.
- Maintained detailed records of sales activities, and analyzed trends to identify underserved areas and improvement opportunities.
- Motivated sales staff through competitions and personalized coaching plans.
- Coordinated cross-functional teams to streamline operations, reduce lead times, and improve service delivery.
- Fostered a culture of innovation within the organization, encouraging continuous improvement and experimentation with new ideas.
- Implemented robust reporting systems to monitor performance metrics, allowing for quick identification of areas requiring improvement or adjustment.
Assistant Manager - Training and Development
Toppr
Mumbai
04.2016 - 10.2018
- Conducted training needs analysis to develop role-based training programs.
- Delivered and coordinated training sessions for sales and academic teams.
- Measured training effectiveness through feedback, assessments, and performance metrics.
- Managed LMS records and maintained training calendars for efficient administration.
- Developed complete training programs and led training using expert learning techniques.
- Evaluated learning outcomes against business needs and implemented plans aligned with objectives.
- Grew workplace potential by improving productivity levels, motivation and job satisfaction.
- Collaborated with Subject Matter Experts (SME)s to design impressive programme syllabus.
- Led a team of trainers, providing guidance and support to ensure high-quality delivery of training sessions.
Manager – Learning & Development
Vedanta Learning & Performance Solutions
Senior Customer Relations Advisor
Tech Mahindra
Senior Technical Support Officer
Mphasis
Customer Service Representative
ICICI OneSource
Hospitality Roles
Hyatt Regency, Marriott, One & Only Royal Mirage
Education
Bachelor of Commerce -
Bhartiya Shiksha Parishad
Skills
CRM strategy and automation
Content strategy development
Data-driven decision making
Organizational development
Innovation skills
Learning management systems
Stakeholder management
Needs assessment
Employee engagement
Conversion rate optimization
Growth strategy development
Accomplishments
- Built and scaled L&D and enablement frameworks supporting 500+ frontline and sales staff
- Improved call quality and sales effectiveness through audit-led coaching interventions
- Standardized onboarding and certification programs across multiple teams
Additional Information
- Experience working with geographically distributed teams
- Change / transformation exposure
- Stakeholder-facing roles
Software
Analytics & Reporting
Collaboration
Certification
Sales Enablement Practitioner (SEP) – Sales Governance & Enablement Frameworks
Interests
Capability building & coaching
Behavioural psychology
Process improvement
Mentoring
Timeline
Head of Growth
Imarticus Learning Pvt. Ltd
10.2018 - Current
Assistant Manager - Training and Development
Toppr
04.2016 - 10.2018
Senior Customer Relations Advisor
Tech Mahindra
Senior Technical Support Officer
Mphasis
Customer Service Representative
ICICI OneSource
Hospitality Roles
Hyatt Regency, Marriott, One & Only Royal Mirage
Manager – Learning & Development
Vedanta Learning & Performance Solutions
Bachelor of Commerce -
Bhartiya Shiksha Parishad
Languages
3,B1,5,C1,6,C2,6,C2