You will be responsible for handling incoming leads generated through our website, WhatsApp, Instagram, digital advertising, referrals and other channels.

You will speak with the client, understand their space and requirements, introduce them to our products and capabilities, recommend the appropriate next step, coordinate with the internal team where required and consistently follow up until the enquiry is either converted into an order or appropriately closed.

This is primarily an inbound sales role and not a traditional cold-calling position.

We are looking for someone who can combine excellent communication and customer service with a strong commercial mindset.

The objective is not merely to answer enquiries — it is to build confidence in Space of Joy and convert genuine enquiries into business.

## Key Responsibilities

### 1. Managing Incoming Leads

- Handle leads assigned through the company's CRM.
- Contact new enquiries promptly through phone and WhatsApp.
- Ensure that every genuine lead receives timely and professional communication.
- Understand the source of the enquiry and maintain accurate lead information within the CRM.
- Categorise and qualify leads based on requirement, project stage, budget, location and purchase intent.

### 2. Understanding Client Requirements

Have a detailed conversation with prospective customers to understand:

- Type of space or room
- Residential or commercial project
- Wall dimensions or approximate wall size
- Design preferences
- Colour preferences
- Type of wallpaper or finish they are looking for
- Whether they require customised or ready designs
- Project location
- Installation requirements
- Expected timelines
- Approximate budget
- Whether an interior designer or architect is involved
- Decision-making stage of the project The candidate should be able to ask the right questions naturally rather than following a rigid call script.

### 3. Presenting the organisation

Explain organisation offerings clearly and confidently, including:

- Bespoke and customised wallpapers
- Printed wallpaper collections
- Different material and finish options
- Customisation possibilities
- Design and visualisation process
- Site measurement and consultation process
- Pricing structure
- Production timelines
- Installation requirements
- Premium and speciality wall finishes where applicable

### 4. Design & Product Recommendation
- Understand the client's aesthetic preferences.
- Share suitable designs, collections and references.
- Help clients shortlist relevant options instead of overwhelming them with catalogues.
- Coordinate with the design team when a customised solution is required.
- Understand enough about interiors, colours and design styles to have an informed conversation with the client.
- Identify opportunities for additional walls or spaces within the same project where appropriate.

### 5. Lead Qualification

Determine whether the enquiry is:

- A serious immediate requirement
- An upcoming project
- An architect or interior designer enquiry
- A price-comparison enquiry
- A long-term prospect
- An enquiry requiring site measurement or consultation

Prioritise follow-ups accordingly.

### 6.



Follow-Up & Lead Nurturing

- Maintain consistent follow-up with interested clients.
- Ensure no qualified lead is forgotten or left unattended.
- Follow up after sending catalogues, quotations, designs or samples.
- Re-engage clients who showed genuine interest but did not immediately proceed.
- Maintain future follow-up dates within the CRM.
- Understand when to follow up actively and when to give the client space.

Follow-ups should feel helpful and professional rather than repetitive or pushy.

### 7. Quotations & Order Conversion

- Collect all information required to prepare an accurate quotation.
- Coordinate preparation and sharing of quotations.
- Explain pricing and quotation details to clients where necessary.
- Follow up after quotations are shared.
- Handle initial price objections confidently.
- Clearly communicate value proposition instead of immediately relying on discounts.
- Identify the client's hesitation and work towards resolving genuine concerns.
- Ask for the order and actively work towards closing the sale.

The candidate should be comfortable discussing money and directly asking the customer to proceed.

### 8. CRM Management

Maintain complete and accurate records for every lead, including:

- Customer details
- Lead source
- Requirement
- Project location
- Estimated opportunity value
- Conversation notes
- Designs or catalogues shared
- Quotation status
- Follow-up date
- Lead stage
- Reason for loss where applicable
- Final order value

CRM updates should happen consistently and not retrospectively at the end of the week.

### 9. Coordination with Internal Teams

Once a client progresses, coordinate with relevant teams including:

- Designers
- Site measurement team
- Production
- Accounts
- Installation team
- Operations

Ensure that the client receives a smooth transition from sales to execution.

Sales ownership should continue until the order is properly handed over internally.

### 10. Customer Experience

Every interaction should reflect the positioning of a premium design brand.

The candidate should

- Communicate professionally and warmly.
- Avoid sounding scripted.
- Respond promptly.
- Set realistic expectations.
- Never promise something the production or design team cannot deliver.
- Handle client concerns calmly.
- Maintain professional WhatsApp and telephone etiquette.
- Build long-term relationships rather than treating every enquiry as a one-time transaction.

### 11. Sales Targets The role will carry individual sales and conversion targets.

The candidate will be expected to:

- Work towards monthly revenue targets.
- Improve lead-to-order conversion.
- Maintain a healthy sales pipeline.
- Identify high-value opportunities.
- Consistently follow up on open quotations.




- Review lost opportunities and understand reasons for non-conversion.

## Candidate Profile

We are looking for someone who is:

- Confident and articulate.
- Naturally comfortable speaking with customers.
- A good listener.
- Commercially aware.
- Persistent without being aggressive.
- Organised and disciplined with follow-ups.
- Comfortable working with sales targets.
- Able to take ownership instead of waiting for instructions.
- Presentable and professional in communication.
- Curious about interiors and design.

## Communication Skills

Excellent verbal communication is essential.

Candidate should ideally be fluent in:

- English
- Hindi

Knowledge of Marathi or other Indian languages would be an advantage.

The candidate should also be comfortable communicating professionally over:

- Phone
- WhatsApp
- Email

## Preferred Industry Experience

Candidates from the following industries would be particularly relevant:

- Interior design
- Furniture
- Home décor
- Modular kitchens
- Luxury retail
- Premium furnishing
- Tiles and surfaces
- Lighting
- Sanitaryware
- Real estate
- Architecture-related products
- Premium lifestyle brands
- Hospitality
- High-value consumer sales

Direct wallpaper industry experience is not mandatory.

For us, strong communication, sales ability and customer handling are more important than prior wallpaper knowledge. Product knowledge can be taught.

## Experience

Preferred experience: 2–5 years

Candidates should ideally have previous experience in one or more of the following:

- Inside sales
- Consultative sales
- Client servicing
- Relationship management
- Inbound sales
- Premium retail sales
- CRM-based sales

Exceptional candidates with less experience but strong communication and sales ability may also be considered.

## Key Performance Indicators The role will be evaluated on:

Lead Management

- Speed of first response
- Percentage of leads contacted
- CRM update accuracy
- Follow-up adherence

Sales

- Lead-to-qualified-opportunity conversion
- Qualified-lead-to-quotation conversion
- Quotation-to-order conversion
- Monthly sales value
- Average order value

Pipeline

- Number and value of active opportunities
- Ageing of open leads
- Lost-lead analysis
- Re-engagement of older opportunities

Client Experience

- Communication quality
- Responsiveness
- Accuracy of information provided
- Customer feedback

## What Success Looks Like A successful person in this role will not simply say:

"I called the customer but they haven't responded."

They will understand

- What the customer was looking for
- Where they are in their buying journey
- What was shared with them
- What their objection or hesitation is
- When the next follow-up should happen
- What needs to happen to move the enquiry closer to an order

We are looking for someone who treats every good-quality lead as a business opportunity and takes responsibility for moving it forward.

## Most Key Attribute

Ownership.

The person should feel responsible for a lead from the moment it enters the CRM until it is either converted into an order or there is a clear reason why the opportunity did not proceed.

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📌 Sales Business Development (Mumbai)
🏢 Better Works HR
📍 Mumbai