Job description

Objective:

Customer Journey Coordinator - manage and optimize the HDP customer journey, supporting lead generation, client communications, and sales processes. This role ensures efficient CRM management, lead follow-ups, and smooth administrative processes. This job outline clarifies tasks, responsibilities, and expectations, ensuring effective support for the sales funnel, client journey

Focuses: CRM management, appointment setting, and direct client communications.

Key Responsibilities

Sales Support:

Lead Management: Oversee and manage the HDP customer journey, acting as the primary point of contact for all client inquiries and helping or delegating them to the sales or fitting team.
Appointment Setting: Schedule client appointments, co-ordinating with stylists based on availability, and update Acuity scheduling software.
Inbox & CRM Management: Manage the general client inbox, ensuring prompt responses to all inquiries and maintaining an up-to-date client database in Monday.com.
Sales Follow-ups: Collaborate with the sales team to track lead conversions, identify high-priority clients for follow-up, and ensure timely communication.
Client Relationship Building: Gather professional wedding photos from clients and manage company imagery to enhance brand representation.

Customer Support:

Complaint Resolution: Take ownership of customer queries or complaints and ensure swift resolution by liaising with appropriate team members.
WhatsApp & Direct Channels: Oversee WhatsApp and other direct communication channels related to customer inquiries, ensuring all messages are responded to promptly and added to CRM.
Atelier Coordination: Work closely with the atelier team to handle customer requests or resolve issues related to orders and customizations.

Lead & Deal Management:

Lead Tracking Automation: Automate lead entry, email integration, and post-appointment follow-ups in Monday.com.
Deal Progress Tracking: Ensure updates on appointment rescheduling, invoice reminders, contract follow-ups, and post-appointment communication are recorded and managed in Monday.com.
In-Work Reminders: Set automated reminders for delivery timelines, payment balances, and client-ready updates to ensure timely and efficient workflow.

Sales & Accounts Dashboard:

Sales Insights: Track metrics such as top-referenced samples, budgets, dress sizes, client locations, enquiry-to-booking timelines, and revenue forecasts.
Performance Analysis: Monitor monthly revenue comparisons, lost leads breakdown, and sources of new leads.
Dashboard Customization: Customize for monthly targets, enquiry rates, appointment types, and regional performance to align with sales goals.

Reporting:

Monthly Targets: Establish weekly/monthly communication to monitor consistent sales targets and enquiry levels.
Sales Processes: Track payment statuses, invoice issuance, payment confirmations, and overall client communication.
Sample Coordination: Confirm samples for showroom locations, align with collection availability, and manage PR loans or client rentals as needed.
Location-based Sales Adjustments: Optimize sample allocation between London and other locations to balance sales and meet regional demand.
Sales Report Sharing: Decide between sharing Monday.com screenshots versus providing open-access reporting for transparent tracking.

Role Requirements:

IT Skills: Strong proficiency in Microsoft Office and experience with Monday.com CRM.
Communication: Excellent ENGLISH written and verbal communication skills.
International Time zone Management: UK OR USA direct communication with the Hermione de Paula teams.
Organizational Skills: Highly organized with exceptional time management and multitasking abilities.
Customer Focused: Empathetic and client-oriented, providing a high standard of customer service.
Teamwork: Ability to work independently and within a small team environment.
Experience: 5+ years background in sales, customer service, or PA work preferred.