Location
Jaipur | India
Job description
Key Accountabilities:
Delivering Exceptional Customer Experience | Lead Generation to Closure | Collaboration | Customer Escalation Management - Problem Solving Approach | Customer Portfolio Management | Participation in Store Activities | Embrace Values
Delivering Exceptional Customer Experience:
• Delivering Exceptional Customer Experience: Deliver exceptional customer experience by actively listening to customer needs, providing personalized solutions, being responsive, and ensuring seamless communication throughout the experience center journey and sales process.
• Building trust by delivering value-based experience to the end consumers.
• Knowledge sharing: Provide clients with information on the range of products, colors, and Experience Center services. Offer guidance on maintenance and care of chosen materials with the help of available resources.
Lead Generation to Closure:
• Lead Nurturing: Build relationships through effective communication with the customers and build sales funnel.
• Lead Identification: Identify potential customers, Architects and Interior designers and collaborate with them and other team members to grow the business. Utilize the available resources, identify selling possibilities, and evaluate customer needs.
• Commerciality – Able to discuss new offers and launches.
• Timely Follow-up: Follow up with customers for the experience center visit. Actively seeking out new sales opportunities through cold calling, managing leads from generation to closure, demonstrating a comprehensive understanding of the sales process.
• Following standard operating procedures: Ensure all procedures are followed correctly and in accordance brand standards.
• Customer Feedback and Recommendation: Ensure to collect feedback from the existing customers for the services provided in the Experience Center. Gather and act upon feedback to enhance the overall customer experience.
Collaboration:
• Collaboration with customers: Work closely with interior designers, architects, during their visits with customers involved in the project to ensure a cohesive and integrated design.
• Collaboration with peers/team members: Collaborate effectively as a team player, contributing to the overall success of the sales team. Engage in various internal and external store activities in case of events and beyond sales, showcasing a versatile and adaptable approach.
Customer Escalation Management - Problem solving approach:
• Effectively handle customer grievances and escalations, ensuring timely resolution. Active collaboration with the respective stakeholders as and when required.
Customer Portfolio management:
• Manage the portfolio of customers, via Architects & Interior designers visiting the store repeatedly or providing business.
• Uphold a customer-centric approach, ensuring customer satisfaction and loyalty.
• Proficient in generating detailed and insightful reports using MS Excel and other relevant software. Ability to identify trends, patterns, and key performance indicators.
Embrace Values:
• Live the values of the company.
• Be Brave - be open minded to discover, learn and educate on products and customer experience
• Better Together - Be caring and supportive with colleagues and customers.
• Enjoy it - Arrive with a positive attitude each day, making team members and customers feel at ease.
• Promptly address any issues in a timely and professional manner.
• Follow company policies and procedures and escalate to senior management where required
Educational Qualifications & Key requirements:
Work Experience: 0-7years of experience, preferably in Interior design or similar retail industry.
Educational Qualification – Graduate/Diploma.
The key requirements are:
• This position requires a 6-day work week with the weekly day off falling between Monday to Friday.
• A target driven individual, with exceptional communication skills and previous experience in managing customers within a similar industry would be an advantage. A true advocate for the brand, able to understand and define every customer's specific needs and interests and encourage them to be excited about the potential the brand's products can offer in their lives - embedding a tangible sense of loyalty in every interaction.
• Display quick learning abilities and self-motivation in adapting to dynamic market conditions.
• Demonstrate excellent communication skills in both the regional language and English to effectively engage with customers.
• Make commitments and decisions on available information even under fast paced and changing. conditions.
• Being able to demonstrate honesty and willing to listen to peer's views to ensure Sparkle creates a safe and inclusive environment for all.
• Ensure you are taking ownership of your KPI's.
• Being able to demonstrate an understanding of the importance of data entry when processing data, and how it affects the wider business. Report generation and Data Analysis
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