Client Relationship Management - Lead

CRM Lead Department: Sales Designation: CRM Lead Location: HUB Interior Experience Centre (EC) Reports To: Business Manager / Sales Head Role Purpose The CRM Lead will be responsible for driving revenue growth, improving sales conversions, managing client relationships, and ensuring a seamless customer journey from lead generation to project sign-up. The role involves leading and mentoring the CRM team, monitoring sales performance, coordinating with the design team, and ensuring profitability in line with HUB Interior’s business objectives. Key Responsibilities 1. Sales Leadership & Revenue Generation Drive the Experience Centre’s sales targets, revenue growth, and conversion rates. Develop and implement strategies to convert qualified leads and showroom walk-ins into confirmed projects. Monitor individual and team sales performance against monthly targets and business metrics. Identify opportunities to improve the sales pipeline, customer engagement, and overall business performance. Support the Business Manager in achieving Experience Centre revenue and profitability targets. 2. Client Meetings & Relationship Management Lead key client meetings to understand customer requirements, expectations, budgets, and pain points. Build strong client relationships through effective communication, timely follow-ups, and professional engagement. Guide the team in managing client objections, negotiations, and customer expectations. Ensure a positive client experience throughout the sales journey, from the initial enquiry to project sign-up. 3. Sales Quotations & Commercial Negotiations Coordinate with the design team to prepare accurate sales quotations, BOQs, and relevant commercial documents. Review quotations and ensure timely sharing with clients. Lead commercial negotiations to achieve mutually beneficial agreements while maintaining profitability. Ensure all pricing, discounts, and commercial commitments comply with management guidelines. Monitor deal margins and profitability in line with company targets. 4. Team Management & Performance Development Lead, mentor, and support CRM executives to improve their sales effectiveness and client-handling skills. Allocate leads, monitor follow-up activities, and ensure accountability for individual targets. Conduct regular performance reviews, pipeline discussions, and sales meetings. Identify training needs and develop team capabilities in sales, negotiation, product knowledge, and customer relationship management. Foster a performance-driven culture focused on ownership, collaboration, and continuous improvement. 5. CRM Operations & Sales Pipeline Management Ensure accurate and timely recording of leads, client interactions, follow-ups, quotations, and sales updates in the CRM application. Track lead status, conversion ratios, lost opportunities, and reasons for non-conversion. Maintain visibility of the sales pipeline and provide regular sales forecasts and performance reports to management. Ensure consistent follow-up practices and adherence to the company’s sales processes. Identify process gaps and recommend improvements to increase productivity and conversion rates. 6. Cross-Functional Coordination Act as the key interface between clients, CRM executives, designers, and other internal stakeholders throughout the pre-sales journey. Coordinate with the design team to ensure client requirements are understood and reflected in proposals. Facilitate smooth handovers from sales to design and project execution teams after project sign-up. Resolve client concerns in coordination with relevant teams and ensure timely communication. Collaborate with the Experience Centre leadership to improve customer satisfaction and business outcomes. 7. Business Reporting & Continuous Improvement Track and report key performance indicators, including revenue, lead conversion, average ticket size, sales closures, and profitability. Analyse sales trends and identify opportunities to improve team performance and business results. Share regular updates on target achievement, pipeline health, and challenges with management. Ensure compliance with company policies, sales processes, and commercial guidelines. Contribute to business planning, sales forecasting, and initiatives to improve Experience Centre performance. Key Performance Indicators (KPIs) Achievement of monthly and quarterly revenue targets. Lead-to-meeting and meeting-to-booking conversion rates. Individual and team sales target achievement. Average order value and deal profitability. Lead follow-up efficiency and CRM data accuracy. Customer satisfaction and client experience. Team productivity, capability development, and retention. Accuracy of sales forecasting and reporting. Required Skills & Competencies Strong sales leadership and team management capabilities. Excellent client relationship management and communication skills. Strong negotiation, persuasion, and deal-closing abilities. Commercial acumen and understanding of sales margins and profitability. Proficiency in CRM applications, sales pipeline management, and reporting. Ability to analyse sales performance and drive target achievement. Strong coordination, problem-solving, and decision-making skills. Knowledge of interior design, modular interiors, or home improvement sales is preferred.