Job Description

:JOB DESCRIPTION: Experience Center xe2x80x9cSales Executivexe2x80x9d- Flagship StorePosition Title Experience Center xe2x80x9cHue Specialistxe2x80x9d - Flagship StoreReporting To Store Manager, Experience CenterSub Function / Function Experience Center / Retailing / Customer ExperienceLocation Pan IndiaBackgroundBirla Paints is coming up with Flagship stores to provide great experience to customers. It will be a physicalrepresentation of Sparklexe2x80x99s point of view on innovation: an invitation to explore and discover what it means to xe2x80x9cDoWhat You Canxe2x80x99txe2x80x9d through an immersive brand and product experience. Ultimately, to create and sustain Birla Paintloyal customers, the retail store will become a unique destination: a home to bespoke events, performances, andexhibitions, as well as a hub for business, entrepreneurial and commercial flair. Above all, it will be a showcase oftechnological advancement & creativity and will enhance the personal and professional lives of its customers (GlobalUrbanites)We are looking for a xe2x80x9cHue Specialistxe2x80x9d who is sales driven and passionate about providing xe2x80x9cwowxe2x80x9d customerexperience. This is an individual contributor role. He / She will ensure to work collaboratively with theExperience Center team.Overall purpose of the role:As a Hue Specialist, you will ensure business success through inspirational actions and bringing the ethos ofSparkle / Birla Opus connected innovation to life to our customers. You will need to enjoy the world of colorsalong with customer centricity, guiding and handling customers with different requirements for painting solutionsand sales closure. You should be able to work well under pressure and adapt to changes as the business evolves.You will need to deliver exceptional consumer color journey at the Experience center, where every customer feelsinspired by the possibilities that Sparkle can bring and therefore create an unforgettable in-store experience.Working collaboratively with Assistant Manager in case of Events conducted at the Experience Center.You will look to bring out the best of customer centric experience with humility, maturity, and consistency ineverything you do.This is the "Hue Specialistxe2x80x9d position based out of the Experience Center.Key Accountabilities:Delivering Exceptional Customer Experience | Lead Generation to Closure | Collaboration | CustomerEscalation Management - Problem Solving Approach | Customer Portfolio Management |Participation in Store Activities | Embrace ValuesDelivering Exceptional Customer Experience:

• Delivering Exceptional Customer Experience: Deliver exceptional customer experience by actively

listening to customer needs, providing personalized solutions, being responsive, and ensuringseamless communication throughout the experience center journey and sales process.

• Building trust by delivering value-based experience to the end consumers.

• Knowledge sharing: Provide clients with information on the range of products, colors, and Experience

Center services. Offer guidance on maintenance and care of chosen materials with the help ofavailable resources.Lead Generation to Closure:

• Lead Nurturing: Build relationships through effective communication with the customers and build

sales funnel.

• Lead Identification: Identify potential customers, Architects and Interior designers and collaborate

with them and other team members to grow the business. Utilize the available resources, identifyselling possibilities, and evaluate customer needs.

• Commerciality xe2x80x93 Able to discuss new offers and launches.

• Timely Follow-up: Follow up with customers for the experience center visit. Actively seeking out new

sales opportunities through cold calling, managing leads from generation to closure, demonstrating acomprehensive understanding of the sales process.

• Following standard operating procedures: Ensure all procedures are followed correctly and in

accordance with Sparkle/Birla Opus brand standards.

• Customer Feedback and Recommendation: Ensure to collect feedback from the existing customers

for the services provided in the Experience Center. Gather and act upon feedback to enhance theoverall customer experience.Collaboration:

• Collaboration with customers: Work closely with interior designers, architects, during their visits with

customers involved in the project to ensure a cohesive and integrated design.

• Collaboration with peers/team members: Collaborate effectively as a team player, contributing to

the overall success of the sales team. Engage in various internal and external store activities in case ofevents and beyond sales, showcasing a versatile and adaptable approach.Customer Escalation Management - Problem solving approach:

• Effectively handle customer grievances and escalations, ensuring timely resolution. Active

collaboration with the respective stakeholders as and when required.Customer Portfolio management:

• Manage the portfolio of customers, via Architects & Interior designers visiting the store repeatedly or

providing business.

• Uphold a customer-centric approach, ensuring customer satisfaction and loyalty.

• Proficient in generating detailed and insightful reports using MS Excel and other relevant software .

Ability to identify trends, patterns, and key performance indicators.Embrace Values:

• Live the values of the company.

• Be Brave - be open minded to discover, learn and educate on products and customer experiences.

• Hero People - Go the extra mile in creating and implementing ideas to enhance the Sparkle

community.

• Take Pride - Strongly upholding the Sparkle brand both on and off shift.

• Better Together - Be caring and supportive with colleagues and customers.

• Enjoy it - Arrive with a positive attitude each day, making team members and customers feel at ease.

• Promptly address any issues in a timely and professional manner.

• Follow company policies and procedures and escalate to senior management where required.

Educational Qualifications & Key requirements:Work Experience: 0-3 years of experience, preferably in Interior design or similar retail industry.Educational Qualification xe2x80x93 Graduate/Diploma.The key requirements are:

• This position requires a 6-day work week with the weekly day off falling between Monday to Friday.

• A target driven individual, with exceptional communication skills and previous experience in managing

customers within a similar industry would be an advantage. A true advocate for the brand, able tounderstand and define every customerxe2x80x99s specific needs and interests and encourage them to beexcited about the potential the brandxe2x80x99s products can offer in their lives - embedding a tangible senseof loyalty in every interaction.

• Display quick learning abilities and self-motivation in adapting to dynamic market conditions.

• Demonstrate excellent communication skills in both the regional language and English to effectively

engage with customers.

• Make commitments and decisions on available information even under fast paced and changing.

conditions.

• Being able to demonstrate honesty and willing to listen to peerxe2x80x99s views to ensure Sparkle creates a

safe and inclusive environment for all.

• Ensure you are taking ownership of your KPIxe2x80x99s.

• Being able to demonstrate an understanding of the importance of data entry when processing data, and how it affects the wider business. Report generation and Data Analysis.

Aditya Birla Group