Customer Relationship Executive

Customer Relationship Executive (CRE)

Company: Aanganshobha Interior

Location: Pune

Department: Sales & Customer Relationship Management

Reporting To: Sales Manager / Management

Business Segment: Residential & Commercial Interior Projects

1. Key Responsibilities

1. Handle and manage all company-generated leads from different platforms.
2. Work on leads received through:
   
• Justdial
• IndiaMART
• Meta (Facebook & Instagram Ads)
• Google Ads and Google Business Profile
• Company Website and Direct Enquiries
• Existing Customer References
3. Contact every assigned lead promptly and understand the customer's interior requirements, budget, location and project timeline.
4. Schedule customer appointments, office meetings and site visits for the sales team.
5. Conduct regular follow-ups with customers until successful conversion or closure.
6. Share company profiles, project portfolios, offers and relevant information with prospective customers.
7. Explain Aanganshobha Interior's services, packages, execution process and value proposition.
8. Coordinate with Sales, Design and Execution teams to ensure a smooth customer journey.
9. Maintain regular communication with customers and ensure no qualified lead is missed.
10. Generate new leads independently through references, existing customers, ongoing project sites and other networking activities.
11. Maintain accurate lead status, appointment schedules, follow-up records and conversion reports in CRM.
12. Support the sales team in negotiations, quotation follow-ups and advance payment collection coordination.

• 2. Prime Responsibility – Customer Conversion
• The primary responsibility of a CRE is not just calling leads but converting enquiries into actual business.
• The CRE must:

• Ensure every lead receives timely attention.
• Qualify customers based on budget, requirement and purchase readiness.
• Fix appointments with serious and interested customers.
• Follow up consistently until the customer confirms the project.
• Coordinate quotation discussions and resolve basic customer queries.
• Follow up for project confirmation and advance payment.
• Maintain a healthy conversion ratio and minimise lead leakage.

Customer appointment generation, follow-up, conversion and advance payment coordination will be the prime performance parameters.

3. Performance KPIs

• Number of leads contacted.
• Lead response time.
• Qualified leads generated.
• Customer appointments fixed.
• Actual appointments attended.
• Site visits scheduled.
• Follow-up consistency.
• Conversion ratio.
• Confirmed projects.
• Advance payments received.
• New leads generated independently.

4. Daily Reporting & Working Discipline

• Morning office reporting: 10:30 AM.
• Evening reporting: 5:00 PM.
• Morning meeting: Lead allocation, appointment planning and daily targets.
• Evening meeting: Lead status, appointments, follow-ups and conversion updates.
• Maintain updated CRM records for every customer interaction.
• No lead should remain unattended or without a scheduled follow-up.
• Participate in daily sales meetings and company training sessions.

5. Company Support

Aanganshobha Interior will provide:

• Leads from Justdial, IndiaMART, Meta, Google and other company marketing channels.
• CRM and telecalling support.
• Product and interior service training.
• Company portfolio, presentations and marketing material.
• Sales team support for site visits and client meetings.
• Quotation, BOQ and design coordination support.
• Training on customer handling, negotiation and conversion techniques.

6. Candidate Requirements

• Experience in CRE, Telecalling, Inside Sales or Customer Relationship Management.
• Knowledge of Real Estate, Interior Design or Construction will be preferred.
• Excellent communication and convincing skills.
• Strong follow-up, negotiation and appointment-setting abilities.
• Ability to understand customer requirements and identify genuine prospects.
• Basic knowledge of CRM, Excel, WhatsApp and lead management.
• Target-oriented, disciplined and customer-focused personality.

7. Performance & Incentive Policy

Performance will be evaluated based on assigned monthly conversion targets and revenue contribution.

• Incentives will be applicable as per the company incentive structure.
• Performance below 50% of the assigned monthly target may trigger a Performance Improvement Plan (PIP).
• Continued underperformance will be reviewed by management.
• Failure to improve within the defined PIP period may lead to separation in accordance with company policy and applicable employment laws.

8. Our Expectations

We are looking for a proactive, confident and result-oriented CRE who understands that every lead is a business opportunity.

The CRE must take ownership of the complete customer journey – from the first enquiry to appointment scheduling, continuous follow-up, project confirmation and advance payment coordination.

At Aanganshobha Interior, our priority is not just lead generation; it is CUSTOMER CONVERSION.

Aanganshobha Interior – Transforming Spaces into Stunning Stories.Role & responsibilities

Preferred candidate profile