Executive - Customer Success & Lead Generation

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). • 2–5 years sales / relationship experience in B2C or small-commercial sales, experience in building materials, interior finishes, marble/granite/quartz, or kitchen/bath sectors is a strong plus. • Comfortable handling online enquiries and converting digital leads into site visits and orders. • Excellent spoken and written English; Arabic or Urdu/Hindi is an advantage for local customers. • Strong CRM discipline and experience (HubSpot, Zoho, Salesforce or similar). • Good negotiation skills, commercial awareness and ability to prepare clear quotations. • Customer-first mindset with good organisation and follow-through.