About Kahani Events
Kahani by i2c Events is a premium wedding and event management company specializing in luxury weddings, destination weddings, corporate events, and experiential celebrations. We combine creativity, client servicing, structured processes, and strong execution to create meaningful and memorable experiences.
Role Overview
We are looking for a Process Coordinator who is highly organized, detail-oriented, and strong in follow-ups and coordination.
The Process Coordinator will be responsible for tracking every client inquiry handled by the Client Servicing team from the moment the inquiry is received until its final closure. The role will ensure that every lead is properly updated, followed up, moved through the defined process, and closed with accurate documentation.
This role will focus primarily on Client Servicing process tracking, inquiry management, accountability, reporting, and process compliance.
Key Responsibilities
1. Inquiry Tracking & Follow-Up
- Track every inquiry received by the Client Servicing team.
- Maintain complete records of each inquiry from lead receipt to final closure.
- Ensure every inquiry is assigned to the concerned CSE.
- Follow up with the CSE regularly on the status of each inquiry.
- Track whether the initial client call has been completed on time.
- Monitor client meetings, proposals, quotations, negotiations, and closure status.
- Ensure no inquiry remains unattended or without a clear next action.
- Identify inactive, delayed, or missed inquiries and highlight them to the concerned person.
2. Lead-to-Closure Tracking
Track the complete journey of every inquiry:
Inquiry Received → CSE Assigned → Initial Call → Client Brief → Meeting → Concept/Proposal → Quotation → Follow-Up → Negotiation → Closure / Lost
- Maintain accurate status for every stage.
- Ensure the next follow-up date is updated.
- Track pending actions with the respective CSE.
- Monitor the movement of inquiries between different stages.
- Follow up until the inquiry reaches Won, Lost, or officially closed status.
- Maintain proper reasons for lost or inactive inquiries.
3. CSE Follow-Up & Accountability
- Conduct regular follow-ups with CSEs regarding their assigned inquiries.
- Ask for clear updates on pending client discussions and follow-ups.
- Ensure CSEs update required information in the tracker / CRM.
- Monitor pending client responses and next follow-up dates.
- Highlight delays, missed follow-ups, and inactive leads to the reporting manager.
- Maintain accountability for timely updates and process completion.
- Support the CSE team by reminding them of important deadlines and pending actions.
4. Client Servicing Process Compliance
- Ensure the Client Servicing team follows defined inquiry-handling processes.
- Monitor compliance with lead management and follow-up SOPs.
- Ensure required information is captured at every stage.
- Identify gaps in the existing process and report them to management.
- Ensure standard processes are followed consistently across inquiries.
- Support implementation of improved tracking and follow-up systems.
5. Lead Database & CRM Management
- Maintain an updated inquiry database.
- Ensure all leads are entered correctly in the CRM / Excel / Google Sheets.
- Maintain records of:
- Client Name
- Contact Details
- Lead Source
- Event Type
- Event Date
- Location
- Guest Count
- Budget
- Assigned CSE
- Current Status
- Last Follow-Up
- Next Follow-Up
- Proposal / Quotation Status
- Closure Status
- Lost Reason
- Regularly audit the database for missing or incorrect information.
6. Reporting & MIS
- Prepare daily, weekly, and monthly inquiry reports.
- Track total inquiries received and their current status.
- Prepare CSE-wise inquiry reports.
- Monitor:
- New Inquiries
- Calls Completed
- Meetings Conducted
- Proposals Sent
- Quotations Sent
- Follow-Ups Pending
- Active Leads
- Won Leads
- Lost Leads
- Conversion Rate
- Share regular reports with the Client Servicing HOD / Growth Head.
- Highlight critical pending inquiries and opportunities requiring immediate attention.
7. Lead Quality & Process Audit
- Review inquiry data to ensure complete and accurate information.
- Check whether inquiries are being handled within defined timelines.
- Identify gaps in follow-up, documentation, or communication.
- Track reasons for lost leads and identify recurring patterns.
- Support management in improving the overall client servicing process.
- Conduct periodic audits of CSE inquiry trackers and CRM updates.
8. Cross-Functional Coordination
- Coordinate with the Client Servicing, Creative, Quotation, and other relevant teams when information is required for an inquiry.
- Ensure required information reaches the concerned CSE on time.
- Follow up internally on pending proposal, quotation, or presentation requirements.
- Ensure important updates are communicated to the concerned team member.
- Escalate critical delays or process gaps to the reporting manager.
Key Performance Indicators (KPIs)Inquiry Management
- 100% inquiry tracking from receipt to closure.
- Timely assignment and initial follow-up of inquiries.
- Accuracy of inquiry status and database.
- Zero unattended or untracked inquiries.
CSE Follow-Up
- Timely CSE follow-ups.
- Updated next-action dates.
- Reduction in pending and inactive inquiries.
- Timely escalation of delayed leads.
Reporting
- Accuracy of daily / weekly / monthly MIS.
- Timely submission of reports.
- CSE-wise tracking accuracy.
- Lead conversion and closure tracking.
Process Compliance
- Adherence to Client Servicing SOPs.
- Complete documentation at every inquiry stage.
- Accurate CRM / tracker maintenance.
- Identification and reporting of process gaps.
Required Skills & Competencies
- Excellent follow-up and coordination skills.
- Strong organizational and multitasking abilities.
- High attention to detail.
- Process-oriented mindset.
- Strong communication skills.
- Ability to track multiple inquiries simultaneously.
- Good analytical and problem-solving skills.
- Strong accountability and ownership.
- Ability to identify delays and escalate appropriately.
- Comfortable working with deadlines and targets.
- Ability to work in a fast-paced and dynamic environment.
Technical Skills
Candidates should have practical knowledge of:
- Microsoft Excel
- Google Sheets
- Google Workspace
- CRM / Lead Management Systems
- Basic MIS and reporting
- Data tracking and analysis
- Documentation management
Knowledge of task management tools such as ClickUp, Trello, Asana, Notion, or Monday.com will be an advantage.
Education & ExperienceEducation
Bachelor's degree in:
- Business Administration
- Management
- Commerce
- Event Management
- Marketing
- or any related field.
Experience
- 0–3 years of experience in Process Coordination, Client Servicing Coordination, Sales Coordination, CRM Management, Project Coordination, or similar roles.
- Freshers with excellent communication, coordination, and organizational skills may also apply.
- Experience in Events, Weddings, Hospitality, Sales, Client Servicing, or Service-based industries will be preferred.
Preferred Candidate Profile
- Strong follow-up and tracking mindset.
- Highly organized and detail-oriented.
- Comfortable coordinating with multiple CSEs.
- Strong in Excel / Google Sheets and reporting.
- Able to manage multiple inquiries simultaneously.
- Comfortable questioning and following up with team members for updates.
- Proactive in identifying pending and delayed inquiries.
- Strong ownership and accountability.
- Quick learner with a positive and professional attitude.
Reporting Structure
Reports To: Client Servicing HOD / Growth Head
Works Closely With: Client Servicing Team / CSEs / Creative & Quotation Teams
Compensation
Salary Range: ₹18,000 – ₹22,000 per month
Based on experience, skills, and overall fit.
Industry
Events | Weddings | Client Servicing | Sales | Process Coordination | Hospitality
Career Growth Path
Process Coordinator → Senior Process Coordinator → Process Executive / Client Servicing Coordinator → Process Manager / Client Servicing Manager
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
