About the Role
We are looking for a Relationship Manager – Retail who will be the primary point of contact for individual customers from the first enquiry to final delivery.
The role involves converting inbound and campaign-generated leads into paying customers, understanding customer requirements, preparing accurate quotations, coordinating internally for execution, and ensuring a smooth customer experience throughout the order lifecycle.
You will be the face of Wizard to our retail customers—building trust, managing expectations, and making sure every commitment made to the customer is delivered.
Key Responsibilities
1. Lead Management & Conversion
- Work the daily lead flow from Meta, Google, MyGate, society WhatsApp broadcasts, and society camps.
- Call every assigned lead within the defined response window — speed of first contact is the single biggest driver of conversion.
- Qualify the requirement, explain the relevant service, quote accurately, and close.
- Maintain a personal conversion target agreed with the Operation Manager.
2. Service Consultation
- Know the full B2C service portfolio in detail — documentation services, personal errands, concierge tasks, pickup and delivery, and related offerings.
- Recommend the right service and the correct pricing tier for each customer.
- Never over-promise on turnaround; a missed commitment costs more than a lost lead.
3. Order Creation & Handoff
- Capture complete and accurate requirement details — customer details, documents required, addresses, deadlines, and special instructions.
- Hand off cleanly to the Operations Executive. Incomplete handoffs are treated as your error, not Operations'.
4. Customer Relationship & Retention
- Stay the customer's single point of contact through delivery and proactively update on progress.
- Handle escalations before they become complaints.
- Drive repeat business and referrals — retail customers with a good first experience are the cheapest acquisition channel we have.
5. Upselling & Wallet Share
- Identify adjacent needs during conversation and cross-sell relevant services.
- Track repeat purchase rate across your own customer base.
6. CRM Discipline
- Log every lead, call, quote, and outcome in the CRM the same day.
- Maintain accurate, current pipeline status at all times.
- The CRM is the only record of what happened — if it isn't logged, it didn't happen.
7. Reporting
- Submit daily call and conversion numbers, and a weekly pipeline review, to the Operation Manager.
- Flag lead-quality issues early so marketing spend can be corrected.
Requirements
- 1–3 years in inside sales, telesales, customer service, or a B2C relationship role.
- Strong spoken Hindi and English; comfortable on the phone for extended periods.
- Consultative rather than pushy — this is a service business, not a hard-sell product.
- Working knowledge of CRM tools and basic spreadsheets.
- Graduate in any discipline.
Good to Have
- Experience in concierge, hospitality, real estate, or home-services sales.
- Prior exposure to society or community-based lead sources.
Salary & Benefits
- ₹25,000–₹35,000 per month, depending on experience and suitability.
- Full-time employment.
- Opportunity to work in a professional office environment.
Job Location: Arjan Garh, Delhi
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: In person
