Job Description

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JOB DESCRIPTION: Experience Center Sales Executive- Flagship Store
Position Title Experience Center Hue Specialist - Flagship Store
Reporting To Store Manager, Experience Center
Sub Function / Function Experience Center / Retailing / Customer Experience
Location Pan India
Background
Birla Paints is coming up with Flagship stores to provide great experience to customers. It will be a physical
representation of Sparkles point of view on innovation: an invitation to explore and discover what it means to Do
What You Cant through an immersive brand and product experience. Ultimately, to create and sustain Birla Paint
loyal customers, the retail store will become a unique destination: a home to bespoke events, performances, and
exhibitions, as well as a hub for business, entrepreneurial and commercial flair. Above all, it will be a showcase of
technological advancement & creativity and will enhance the personal and professional lives of its customers (Global
Urbanites)
We are looking for a Hue Specialist who is sales driven and passionate about providing wow customer
experience. This is an individual contributor role. He / She will ensure to work collaboratively with the
Experience Center team.
Overall purpose of the role:
As a Hue Specialist, you will ensure business success through inspirational actions and bringing the ethos of
Sparkle / Birla Opus connected innovation to life to our customers. You will need to enjoy the world of colors
along with customer centricity, guiding and handling customers with different requirements for painting solutions
and 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 feels
inspired 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 in
everything you do.
This is the "Hue Specialist position based out of the Experience Center.
Key Accountabilities:
Delivering Exceptional Customer Experience | Lead Generation to Closure | Collaboration | Customer
Escalation Management - Problem Solving Approach | Customer Portfolio Management |
Participation in Store Activities | Embrace Values
Delivering Exceptional Customer Experience:

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

listening to customer needs, providing personalized solutions, being responsive, and ensuring
seamless 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 of
available 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, identify
selling possibilities, and evaluate customer needs.

• Commerciality 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 a
comprehensive 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 the
overall 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 of
events 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 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 to
understand and define every customers specific needs and interests and encourage them to be
excited about the potential the brands products can offer in their lives - embedding a tangible sense
of 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 peers views to ensure Sparkle creates a

safe and inclusive environment for all.

• Ensure you are taking ownership of your KPIs.

• 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.