Customer Relationship Manager (4-7… at Walls to Home… · Bangalore…

About Us At WallsToHome Interiors, we believe a home should be more than beautiful — it should feel like you. We are a growing, design-led home interiors studio based in Bengaluru, creating personalized and functional homes for urban homeowners. With 10+ years of experience and 500+ homes delivered, we bring together design, technology, project management and execution to deliver a complete interior experience, from the first conversation to final handover. As we grow, we are looking for passionate people who want to take ownership, solve real problems, work closely with customers and build a strong home interiors brand with us. If you are excited by the idea of creating meaningful spaces and being part of a growing team, we'd love to hear from you. Come build beautiful homes and an even stronger WallsToHome — with us. About the Role As the Relationship Manager – Sales & Growth, you will own the end-to-end sales funnel, from enquiry management and lead qualification to studio meetings, negotiations, booking closures and customer onboarding. This role requires someone who can proactively close deals, understand customer buying behaviour, analyse pipeline performance and take complete ownership of commercial outcomes. You will be an individual contributor with strong cross-functional influence, working closely with designers, the Studio Manager, Operations and the marketing team. Key Responsibilities Sales Pipeline Ownership & Revenue Growth ● Own the complete sales funnel from new enquiry to confirmed booking. ● Drive approximately 15–17 project bookings per month, subject to the agreed average project value and monthly target. ● Maintain a healthy pipeline of qualified opportunities to support current-month and next-month revenue targets. ● Track pipeline value, deal stage, probability of closure, expected booking date and next action. ● Identify high-potential opportunities and proactively drive them towards closure. ● Develop and execute recovery plans whenever the pipeline or booking performance falls behind target. ● Maintain accurate weekly and monthly sales forecasts. Lead Management & Conversion ● Ensure all enquiries are contacted promptly and followed up consistently. ● Qualify leads based on budget, property possession, project scope, decision-making authority, purchase timeline and customer intent. ● Understand customer requirements and schedule qualified customers for studio consultations and proposal meetings. ● Ensure no qualified lead is lost due to poor follow-up, delayed communication or lack of ownership. ● Re-engage dormant leads and nurture customers who are not ready to purchase immediately. ● Maintain a structured follow-up calendar for active opportunities and future prospects. ● Analyse lost deals, competitor offerings, pricing objections and customer feedback to improve conversion. ● Work with the marketing team to share insights on lead quality and conversion performance. Deal Closure & Commercial Ownership Proactively negotiate and close deals while maintaining company pricing and margin policies. ● Lead commercial discussions, objection handling and closure planning. ● Build compelling proposals around design value, material quality, warranties, project timelines and customer outcomes. ● Ensure customers understand the scope of work, payment milestones, terms and conditions, warranty and project process before booking. ● Follow the approved discount and commercial approval matrix. ● Avoid unnecessary discounts and protect project profitability. ● Ensure booking documentation, customer approvals and initial payments are completed as per company policy. Customer Relationship Management & Referrals Build trust and maintain strong relationships with prospective and existing customers. ● Deliver a professional and consultative buying experience throughout the sales journey. ● Generate qualified referrals from existing customers through structured referral campaigns and personal relationship management. ● Follow up with past customers to identify referrals, additional requirements and potential future business. ● Coordinate with the marketing team on referral communication, campaigns and customer engagement initiatives. ● Maintain a database of referral opportunities, referral sources and resulting bookings. ● Resolve customer concerns proactively and ensure timely communication. Customer Onboarding & Designer Collaboration Work closely with designers to ensure a smooth transition from sales closure to project onboarding. ● Ensure designers receive a complete customer brief, approved scope, commercial details, customer expectations and relevant commitments. ● Coordinate the briefing, proposal, negotiation, booking and onboarding stages. ● Monitor the onboarding experience and intervene when customers experience confusion, delays or communication gaps. ● Coach and support designers in customer handling, negotiation, follow-up discipline and conversion techniques. ● Help designers identify upselling and cross-selling opportunities where relevant and appropriate. Customer Escalation Management Take ownership of customer escalations arising during onboarding or after onboarding. ● Act as the primary coordination point for sales-related customer concerns and commercial commitments. ● Work with designers, the Studio Manager and Operations Lead to resolve issues within agreed timelines. ● Communicate clearly with customers, establish realistic expectations and ensure commitments are fulfilled. ● Identify recurring customer complaints and recommend process improvements. ● Escalate high-impact commercial, operational or reputational risks to the General Manager / Studio Manager. ● Ensure customer issues are tracked until resolution rather than treated as closed after an initial response. Sales Process, CRM & Reporting Maintain complete and accurate lead, opportunity, activity and booking records in Zoho CRM. ● Ensure every active opportunity has a clear stage, expected closure date, next action and responsible owner. ● Follow the company's sales process and mandatory documentation requirements. ● Review pipeline ageing, stage-wise conversion, follow-up compliance and lead leakage regularly. ● Submit daily sales updates, weekly pipeline forecasts and monthly performance reports. ● Maintain visibility into current-month closures and the next 30–60 days of potential bookings. ● Use data to identify opportunities for improving conversion, average project value and sales productivity. Experience Centre Growth & Business Development Take ownership of the assigned Experience Centre's sales performance and growth. ● Build strong working relationships with designers, marketing, customer support and operations. ● Identify opportunities to increase referrals, repeat business and qualified enquiries. ● Monitor market trends, competitor positioning, customer expectations and pricing feedback. ● Recommend initiatives to improve studio meeting attendance, customer conversion and revenue growth. ● Contribute to the company's expansion plans by developing a repeatable, measurable sales process. Requirements 4-7 years of experience in sales, business development, revenue management, relationship management or account management. At least 4–7 years of experience in B2C sales and high-value consultative selling. Demonstrated ability to independently manage a sales funnel and close high-value deals. Proven track record of achieving ambitious revenue or booking targets. Experience managing long sales cycles involving multiple customer interactions and decision-makers. Strong customer relationship management and negotiation capabilities. Preferred industry experience: Candidates from the following industries are encouraged to apply: Residential interiors and home improvement. Real estate and property-related services. Consumer durables and premium home products. Consumer technology and e-commerce BFSI and other high-value consultative sales businesses. Marketplaces and customer-facing growth businesses. Experience in residential interiors is an advantage, but candidates with strong consultative sales and closure experience from adjacent industries will also be considered. Skills & Competencies Strong sales acumen, negotiation and closing ability. ● Excellent verbal and written communication. ● Customer-centric approach with strong relationship-building skills. ● Ability to manage multiple opportunities without losing follow-up discipline. ● Strong analytical skills and comfort with sales dashboards, forecasts and conversion metrics. ● Ability to work collaboratively with designers and internal stakeholders without relying on direct reporting authority. ● Strong ownership, initiative, accountability and problem-solving ability. ● Ability to perform in a fast-paced, target-driven environment. ● Working understanding of revenue, average order value, discounts, margins and business growth Technical Skills / Software Knowledge Required ● CRM systems (Zoho CRM preferred) – Hands-on experience maintaining lead, opportunity, activity and booking records; managing pipeline stages, expected closure dates, next actions and follow-up reminders. ● MS Excel / Google Sheets – Good working knowledge for pipeline trackers, weekly forecasts, conversion and closure-ratio analysis, and tracking average order value and discount levels (formulas, pivot tables, basic charts). ● Sales dashboards & reporting – Ability to read CRM dashboards and funnel reports, and to prepare daily sales updates, weekly pipeline forecasts and monthly performance reports. ● MS PowerPoint / Google Slides – Preparing customer proposals, sales presentations and monthly business reviews. ● Digital communication & scheduling tools – Email, calls, WhatsApp and calendar tools for structured follow-ups, studio consultation scheduling and customer updates. ● Customer handling and onboarding – Consultative communication, negotiation and objection handling across a long, multi-interaction sales cycle. This is a must. Advantage Knowledge of the following will be an added advantage: Quotations, BOQs and payment milestones – Reading interior quotations and scope documents so that scope, pricing, payment milestones and warranty can be explained accurately to customers. Basic interior design knowledge – Familiarity with residential interiors, modular kitchens and wardrobes, materials, finishes and basic floor plans, to hold informed conversations with customers and designers. Digital documentation and e-signature tools – Booking forms, agreements and customer approvals completed accurately and on time.