Customer Relationship Manager (4-7 yrs Experience)
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Description
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.