Customer Relationship Manager

ROLE DESCRIPTION

Job Title / Level / Band
Lighting Consultant Brand Store

Department / Location
Lighting / Bangalore

Summarize as to why this Role exists & how it contributes to the overall objectives of the organization

• Retail Excellence & Customer Experience: Manage the Tisva brand store, ensuring high retail standards and innovative lighting design solutions to enhance customer experience.
• Business Growth & Profitability: Drive sales, maintain gross margins, and focus on key business drivers like sales value, product focus, and profitability.
• Store Management & Presentation: Uphold merchandising standards, maintain store hygiene, and manage the experiential zone to align with customers' lifestyles.

Expectations from the Role / Job

END RESULTS
MAJOR ACTIVITIES

Business Plan Achievement

• Sales & Profitability: Achieve sales targets while maintaining gross margins, promoting premium feature-based selling over discounts.
• Customer Engagement & Experience: Enhance demand through activities like product launches and festivals, while ensuring superior visual merchandising and customer service.
• Design Solutions & Product Promotion: Provide lighting design solutions, conduct presentations for influencers and customers, and create demand around the product range.
• Lead Management & Conversions: Work closely with prospects, follow up regularly, and focus on maximizing conversions from customer visits.

Business Development Initiatives

• Implement BTL activities at the store that enhance customer footfall and response
• Maintain cordial and working relations with architects and interior designers who visit the store
• Organise engagement programs in brand store towns to enhance the confidence of key influencers, architects and IDs in the brand and tap business opportunities. Drive relationship programs effectively

Analytics & Review Mechanism

• Track sales trend at the store and review the performance indicators regularly stocks (fast & slow moving), repeat orders and expenses
• Maintain and update competitor information regularly for benchmarking
• Review the productivity of the Lighting Store Promoter as per the productivity norms

END RESULTS

MAJOR ACTIVITIESOperational Efficiency Improvement

• Develop Billing Order Quantity (BOQ) for clients and ensure correlation between primary and secondary billing.
• Submit reports and MIS as per pre-decided intervals, ensuring showroom compliance with legal and statutory requirements.
• Maintain showroom security, preventing pilferage, wastage, and damage, while ensuring a safe and clean environment for employees.
• Coordinate with local teams (Sales Admin, Marketing, IT, Supply Chain, Service) and provide regular feedback to HO on market developments, competitor activities, and customer satisfaction improvements.