Responsible for driving sales turnover, customer experience, and stakeholder relationships for the unit. The role ensures delivery on key performance indicators, builds a loyal network of influencers, and strengthens brand value through effective team management and customer-centric initiatives.
Key Responsibilities
- Drive sales turnover and ensure excellent customer experience from first call to satisfaction.
- Deliver on KPIs by building and managing a loyal network of influencers and increasing brand value.
- Build and manage a high-performing team with achievement orientation and persistence, ensuring excellent satisfaction scores.
- Identify and pursue cost-effective opportunities to reach end consumers through multiple sources.
- Develop successful partnerships with channel partners, service partners, display partners, and influencers, aligning them to benchmarked customer experience.
- Manage commercial transactions (PI, PO, receivables) with consumers and stakeholders.
- Ensure execution excellence through adoption of sales tools, systems, and processes.
- Leverage technology to improve processes and customer experience.
- Challenge the status quo and present pathways to enhance consumer experience.
- Monitor competition offerings and raise the bar for customer engagement.
- Collaborate with regional business representatives to expand sales geography and identify prospects.
- Act as the first point of contact for escalations, supporting the team to ensure positive customer outcomes.
Key Result Areas (KRAs)
Sales
- Sales value generation at category and Source of Awareness (SOA) level.
- Optimize cost of customer acquisition through local tie-ups and activities.
- Ensure 100% collection efficiency from customers.
Business Development
- Champion influencer schemes for effective business generation.
- Manage channel and service partners.
- Track number of customers reached, serviced, and converted.
- Generate customers locally through influencers and activities.
- Build and leverage an active ID CML for business growth.
Channel Development
- Onboard effective business partners (channel, service, lead partners).
- Streamline stakeholders for efficient customer fulfillment.
Team Development
- Ensure productivity and performance from the team.
- Drive training and skill development for end-to-end customer experience (consultation, conversion, execution).
Customer Centricity
- Achieve high NPS scores for the unit.
- Maintain strong complaint closure index.
- Capture and showcase customer testimonials.
Core Competencies
- Effective team management
- Problem-solving and firefighting
- Strong relationship-building skills
- Execution excellence
- Customer-centric mindset
- Clear and impactful communication
Activities & End Purpose
- Drive business development and sales fulfillment structure.
- Ensure seamless operations across stakeholders channel partners, service partners, influencers.
- Build an achievement-oriented team.
- Deliver delightful customer experiences.
Qualifications & Experience
- Proven experience as Branch Manager, Territory Manager, or in a similar role.
- Preferred: B.Tech/BE with MBA and a strong sales track record.
- Minimum: B.Tech/BE with proven experience in home services industry OR MBA with relevant background.
- Minimum 5 years of experience in the home services segment.
- Proficiency in MS Office and CRM software (e.g., Salesforce).
Primary Product Focus
- Shower Enclosures
- Kitchen Shutters
- Aspira
- Ready-to-Use (RTU) Solutions
- Windows
- Wardrobes
Additional Products: UPVC Windows, LED Mirrors, Kitchen & Wardrobe Shutters
