CRM & Lead Conversion Manager | Luxury Fashion & Retail Location
THANE
About the Role
At Mukti & Kavith Casa, every client interaction matters.
We are looking for a CRM & Lead Conversion Manager who can lead, train, and scale our client engagement team. This role is responsible for ensuring that every lead is handled professionally, every conversation reflects our luxury positioning, and every team member consistently improves their conversion performance.
You will manage the appointment conversion team, drive accountability, improve call quality, and build a high-performance culture focused on appointments, client experience, and revenue generation.
Key Responsibilities Team Leadership & Performance Management
- Lead and manage the Client Appointment Specialist team
- Monitor daily, weekly, and monthly performance
- Conduct regular coaching, feedback, and training sessions
- Ensure achievement of appointment and conversion targets
- Build a culture of accountability and continuous improvement
Lead Conversion & Appointment Management
- Oversee all inbound leads from Instagram,



Whats App, website, calls, and marketing campaigns
- Improve lead-to-appointment conversion rates
- Ensure timely follow-ups and client engagement
- Monitor appointment quality and show-up rates
- Develop strategies to increase qualified appointments
Call Quality & Client Experience
- Review calls, chats, and client interactions
- Create and improve scripts, follow-up journeys, and communication standards
- Ensure every interaction reflects a luxury brand experience
- Identify coaching opportunities and performance gaps
CRM & Reporting
- Maintain accurate CRM records and lead tracking
- Generate daily, weekly, and monthly reports
- Analyze conversion metrics and identify improvement opportunities
- Track lead sources, team productivity, appointment ratios, and revenue contribution
Collaboration
- Work closely with Sales, Store Teams, Marketing, and E-commerce
- Align campaigns with appointment

📌 Crm & Lead Conversion Manager (Thane)
🏢 MUKTI AND KAVITH CASA
📍 Thane