CLIENT RELATIONSHIP & ORDER MANAGEMENT MANAGER

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nCompany: A Luxury Interior Design Company

nLocation: Delhi

nExperience: 4–7 years

nIndustry Preference: Luxury furniture / interiors / premium retail / lifestyle / hospitality / real estate

nCTC Budget: ₹7–10 LPA, depending on experience and profile

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nABOUT COMPANY

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nIts a premium furniture, interiors, styling and art curation brand, creating thoughtfully designed spaces for babies, children and adults. We work with discerning clients and HNI families and are expanding our interior styling and turnkey offerings.

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nWe are looking for a polished and highly organised Client Relationship & Order Management Manager who can take ownership of the complete customer journey—from the first enquiry through conversion, order execution, delivery and post-sale relationship management.

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nROLE OVERVIEW

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nThis is a client-facing and execution-oriented role.

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nThe candidate will be responsible for ensuring that every enquiry is systematically followed up, every converted client is properly managed, every order is tracked through execution, and clients receive timely and professional updates throughout the process.

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nThe ideal candidate will combine:

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nClient Relationship Management + Sales Follow-up + Order Coordination + Data/MIS Management

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nThe person should be comfortable dealing with HNI clients and simultaneously managing detailed trackers, reports and multiple ongoing orders.

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nKEY RESPONSIBILITIES

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n1. Lead Management & Follow-up

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n Handle incoming enquiries and ensure every lead is properly recorded.

nUnderstand client requirements, budgets, timelines and expectations.

n Maintain a structured lead and follow-up database.

nFollow up with prospects systematically until conversion or closure.

n Ensure no lead is lost due to inadequate or delayed follow-up.

nMaintain explicit records of enquiry source, requirement, quotation, follow-up dates and status.

n Track reasons for lost or inactive leads.

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n2. Sales & Conversion

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nFollow up on quotations and proposals.

n Coordinate with the sales/design team wherever required to move an enquiry towards closure.

nMaintain a clear pipeline of active, pending and converted leads.

n Track expected closures and provide regular updates to management.

nBuild a strong understanding of TBS Studio’s products, services and positioning.

n Identify opportunities for upselling, cross-selling and repeat business.

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n3. Client Relationship Management

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nAct as a key point of contact for clients after enquiry/conversion.

n Develop robust and professional relationships with HNI and premium clients.

nCommunicate with clients proactively regarding the status of their orders/projects.





n Ensure communication is polished, personalised and aligned with a premium/luxury brand.

nHandle client concerns professionally and ensure issues are followed through to resolution.

n Maintain a high level of discretion and professionalism when dealing with HNI clients.

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n4. Order & Execution Management

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nOnce an order is confirmed, the candidate will be responsible for tracking its progress.

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nMaintain an updated order tracker for every client.

n Coordinate with production, design, procurement, vendors and logistics.

nTrack production status and expected completion dates.

n Monitor pending components, customisations and approvals.

nIdentify delays or bottlenecks and escalate them proactively.

n Ensure internal teams are aligned with promised client timelines.

nMaintain a clear record of the complete order journey.

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n5. Delivery & Installation Coordination

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n Coordinate with the logistics/delivery team for dispatch and delivery.

nConfirm delivery schedules with clients.

n Ensure all items are ready before dispatch.

nTrack delivery and installation completion.

n Communicate any delays or changes to clients proactively.

nFollow up after delivery to ensure client concerns, if any, are addressed.

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n6. Data, MIS & Reporting

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nA very important part of this role is maintaining accurate data and providing management with clear reports.

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nThe candidate will maintain:

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n Lead tracker

nFollow-up tracker

n Conversion report

nQuotation tracker

n Order tracker

nProduction status tracker

n Delivery tracker

nPending payment tracker

n Client status tracker

nLost lead report

n Monthly sales and order MIS

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nThe candidate should be able to analyse the data and provide management with meaningful updates rather than simply maintaining spreadsheets.

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n7. Management Reporting

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nProvide regular reports covering:

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nNew enquiries

n Active leads

nFollow-ups due

n Quotations pending

nConversion status

n Orders under execution

nProduction status

n Delayed orders

nUpcoming deliveries

n Client issues

nLost leads and reasons

n Sales/conversion performance

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nIDEAL CANDIDATE PROFILE

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nWe are looking for someone who is:

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nHighly organised and extremely good with follow-ups.

n Strong in client relationship management.

nComfortable handling HNI/UHNI and premium customers.





n Polished, articulate and well presented.

nExcellent in verbal and written communication.

n Strong with Excel/Google Sheets and data management.

nComfortable preparing MIS and management reports.

n Detail-oriented and process-driven.

nAble to manage multiple clients/orders simultaneously.

n Proactive in identifying and resolving issues.

nStrong at coordination across different departments.

n Comfortable taking ownership rather than simply passing information.

nAble to work in a fast-paced entrepreneurial environment.

n Commercially aware and focused on conversion and client retention.

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nEXPERIENCE PREFERRED

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nCandidates from the following industries will be preferred:

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nLuxury furniture

n Interior design/interiors

nPremium/luxury retail

n Lifestyle brands

nHospitality

n High-end real estate

nArchitecture/design firms

n Premium home décor

nLuxury automotive or other HNI-facing businesses

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nExperience dealing directly with HNI/UHNI clients will be an advantage.

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nSKILLS REQUIRED

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nEssential:

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n Client Relationship Management

nSales follow-up

n Lead management

nOrder/project coordination

n Excellent communication

nExcel / Google Sheets

n MIS/reporting

nStrong organisational skills

n Follow-up and execution discipline

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nPreferred:

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nCRM software experience

n Experience in luxury/premium segment

nExperience with furniture/interiors

n HNI client management experience

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nEDUCATION

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nGraduate in any relevant discipline.

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nCandidates with a background in Business, Sales, Marketing, Hospitality, Interior Design, Retail Management or related fields may be preferred.

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nKEY PERFORMANCE INDICATORS

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nPerformance will be evaluated on:

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nLead follow-up discipline

n Lead-to-conversion performance

nSales conversion

n Accuracy of client/order data

nTimeliness of MIS reports

n Order execution tracking

nOn-time delivery coordination

n Client communication

nResolution of client issues

n Repeat business and referrals

nOverall ownership of the client journey

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nPERSONAL ATTRIBUTES

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nThe most important qualities we are looking for are:

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nOwnership | Follow-through | Organisation | Client Sensitivity | Communication | Data Discipline | Proactiveness

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nThe candidate should be someone who naturally asks:

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n“What is pending, who is responsible, what is the next action and by when will it be completed?”

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nrather than waiting for someone else to follow up.

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nCOMPENSATION

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n₹7–9LPA CTC, depending on experience, industry background and quality of HNI client-handling experience.

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nPerformance-linked incentives may be offered based on defined KPIs.

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📌 Client Relationship Manager (New Delhi)
🏢 Alliance Recruitment Agency
📍 New Delhi