Senior Sales Coordinator

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.