Client Relationship Manager

Alliance Recruitment Agency · India

CLIENT RELATIONSHIP & ORDER MANAGEMENT MANAGER

Company: A Luxury Interior Design Company

Location: Delhi

Experience: 4–7 years

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

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

ABOUT COMPANY

Its 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.

We 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.

ROLE OVERVIEW

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

The 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.

The ideal candidate will combine:

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

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

KEY RESPONSIBILITIES

1. Lead Management & Follow-up

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

* Understand client requirements, budgets, timelines and expectations.

* Maintain a structured lead and follow-up database.

* Follow up with prospects systematically until conversion or closure.

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

* Maintain clear records of enquiry source, requirement, quotation, follow-up dates and status.

* Track reasons for lost or inactive leads.

2. Sales & Conversion

* Follow up on quotations and proposals.

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

* Maintain a clear pipeline of active, pending and converted leads.

* Track expected closures and provide regular updates to management.

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

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

3. Client Relationship Management

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

* Develop strong and professional relationships with HNI and premium clients.

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

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

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

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

4. Order & Execution Management

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

* Maintain an updated order tracker for every client.

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

* Track production status and expected completion dates.

* Monitor pending components, customisations and approvals.

* Identify delays or bottlenecks and escalate them proactively.

* Ensure internal teams are aligned with promised client timelines.

* Maintain a clear record of the complete order journey.

5. Delivery & Installation Coordination

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

* Confirm delivery schedules with clients.

* Ensure all items are ready before dispatch.

* Track delivery and installation completion.

* Communicate any delays or changes to clients proactively.

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

6. Data, MIS & Reporting

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

The candidate will maintain:

* Lead tracker

* Follow-up tracker

* Conversion report

* Quotation tracker

* Order tracker

* Production status tracker

* Delivery tracker

* Pending payment tracker

* Client status tracker

* Lost lead report

* Monthly sales and order MIS

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

7. Management Reporting

Provide regular reports covering:

* New enquiries

* Active leads

* Follow-ups due

* Quotations pending

* Conversion status

* Orders under execution

* Production status

* Delayed orders

* Upcoming deliveries

* Client issues

* Lost leads and reasons

* Sales/conversion performance

IDEAL CANDIDATE PROFILE

We are looking for someone who is:

* Highly organised and extremely good with follow-ups.

* Strong in client relationship management.

* Comfortable handling HNI/UHNI and premium customers.

* Polished, articulate and well presented.

* Excellent in verbal and written communication.

* Strong with Excel/Google Sheets and data management.

* Comfortable preparing MIS and management reports.

* Detail-oriented and process-driven.

* Able to manage multiple clients/orders simultaneously.

* Proactive in identifying and resolving issues.

* Strong at coordination across different departments.

* Comfortable taking ownership rather than simply passing information.

* Able to work in a fast-paced entrepreneurial environment.

* Commercially aware and focused on conversion and client retention.

EXPERIENCE PREFERRED

Candidates from the following industries will be preferred:

* Luxury furniture

* Interior design/interiors

* Premium/luxury retail

* Lifestyle brands

* Hospitality

* High-end real estate

* Architecture/design firms

* Premium home décor

* Luxury automotive or other HNI-facing businesses

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

SKILLS REQUIRED

Essential:

* Client Relationship Management

* Sales follow-up

* Lead management

* Order/project coordination

* Excellent communication

* Excel / Google Sheets

* MIS/reporting

* Strong organisational skills

* Follow-up and execution discipline

Preferred:

* CRM software experience

* Experience in luxury/premium segment

* Experience with furniture/interiors

* HNI client management experience

EDUCATION

Graduate in any relevant discipline.

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

KEY PERFORMANCE INDICATORS

Performance will be evaluated on:

* Lead follow-up discipline

* Lead-to-conversion performance

* Sales conversion

* Accuracy of client/order data

* Timeliness of MIS reports

* Order execution tracking

* On-time delivery coordination

* Client communication

* Resolution of client issues

* Repeat business and referrals

* Overall ownership of the client journey

PERSONAL ATTRIBUTES

The most important qualities we are looking for are:

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

The candidate should be someone who naturally asks:

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

rather than waiting for someone else to follow up.

COMPENSATION

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

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