Executive - Customer Success & Lead Generation
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Key skills for this role
About the Role
Response: Monitor incoming leads from website forms, WhatsApp, social media DMs, email enquiries and marketplace listings. Respond to every new online enquiry within the company.
Key Skills for This Role
Responsibilities
- Monitor incoming leads from website forms, WhatsApp, social media DMs, email enquiries and marketplace listings
- Respond to every new online enquiry within the company SLA with a clear, helpful first message
- Enter and update every lead in the CRM immediately
- Assign and escalate leads that require measurement, technical review, or site visit
- Nurture leads through to quotation, negotiation and order confirmation
- Prepare or coordinate timely, accurate quotations
- Drive the lead to order process: follow up calls, sample coordination, measurement bookings, revisions and final sign off
- Build trust with customers: explain material choices, lead times, installation process and after sales care
- Keep customers informed at every stage and ensure handover to operations with full documentation
- Maintain daily/weekly pipeline reports and update management on lead volumes, conversion rates, stuck leads and cancelled enquiries
- Propose improvements to the website enquiry form, auto responses and lead routing process
- Work closely with measurement, fabrication and installation teams to ensure promised dates are realistic and honoured
Requirements
- Experience in lead management and customer service
- Ability to use CRM systems
- Strong communication and coordination skills
Full Job Posting
Response
- Monitor incoming leads from website forms, WhatsApp, social media DMs, email enquiries and marketplace listings.
- Respond to every new online enquiry within the company SLA with a clear, helpful first message that captures contact details, project type, budget range, timeline and measurement needs.
Lead management
- Enter and update every lead in the CRM immediately (status, notes, next action, documents, attachments, source).
- Assign and escalate leads that require measurement, technical review, or site visit to operations/measurement team.
Conversion & closing
- Nurture leads through to quotation, negotiation and order confirmation.
- Prepare or coordinate timely, accurate quotations (materials, fabrication, installation, lead times).
- Drive the lead to order process: follow up calls, sample coordination, measurement bookings, revisions and final sign off.
Customer care & relationship building
- Build trust with customers: explain material choices (marble, granite, quartz), lead times, installation process and after sales care in simple language.
- Keep customers informed at every stage and ensure handover to operations with full documentation once an order is confirmed.
Reporting & process improvement
- Maintain daily/weekly pipeline reports and update management on lead volumes, conversion rates, stuck leads and cancelled enquiries.
- Propose improvements to the website enquiry form, auto responses and lead routing process to improve conversion.
Coordination
- Work closely with measurement, fabrication and installation teams to ensure promised dates are realistic and honoured.
- Liaise with accounts for deposit scheduling, final invoicing and payment follow up when needed
Brand & compliance
- Ensure all communications reflect company quality and brand standards and comply with agreed terms (warranties, returns, installation policies).
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