Sales & Marketing Executive

Position Title: B2B Sales & Customer Success Coordinator

Department: Sales, Business Development & Customer Success

Reports To: Founder & Director

Employment Type: Full-Time

Location: On-Site / Hybrid

Role Purpose: The B2B Sales & Customer Success Coordinator serves as the primary relationship manager between Ourosa and its customers.

The role exists to ensure that:

• No lead goes unattended.
• No customer inquiry is missed.
• No quotation is delayed.
• No follow-up opportunity is lost.
• No existing customer feels ignored.
• No repeat-order opportunity slips away.
• No customer issue remains unresolved.

This role is responsible for generating revenue through relationship building, account management, lead nurturing, customer retention, repeat business generation, and coordination with internal teams.

Mission of the Role

Transform inquiries into customers.

Transform customers into repeat customers.

Transform repeat customers into long-term strategic accounts.

Duties & Responsibilities - Key Result Areas (KRAs)

1. Lead Management & Business Development

• Receive and manage inbound/outbound inquiries.
• Respond to leads within defined SLAs.
• Qualify prospective customers.
• Understand customer requirements.
• Identify high-potential opportunities.
• Maintain lead pipeline.
• Schedule meetings with Founder when required.
• Generate sales opportunities through outreach.
• Customer Segments
• Jewelry manufacturers
• Jewelry exporters
• Jewelry designers
• Fashion accessory brands
• Embroidery manufacturers
• Luxury accessory brands
• Pearl traders
• Gemstone dealers
• Retail jewelry brands
• E-commerce brands
• Boutique businesses
• Corporate gifting companies

KPI

• Lead response time
• Number of qualified leads generated
• Monthly sales pipeline value
• Inquiry-to-quotation conversion rate

2. Quotation & Proposal Coordination

• Collect customer requirements.
• Coordinate with Operations team.
• Obtain pricing.
• Prepare quotations.
• Send quotations promptly.
• Track quotation status.
• Follow-up until closure.

KPI

• Quotation turnaround time
• Quote-to-order conversion rate
• Follow-up completion rate

3. Customer Relationship Management

• Build long-term relationships.
• Maintain regular communication.
• Understand customer business needs.
• Track customer preferences.
• Conduct customer check-ins.
• Maintain account history.
• Build trust and loyalty.
• KPIRepeat order percentage
• Customer retention rate
• Customer satisfaction score

4. Key Account Management (Manage strategic customers.)

Maintain:

• Purchase history
• Product preferences
• Collection / Credit status
• Communication history
• Growth opportunities

Identify:

• Upselling opportunities
• Cross-selling opportunities
• New category opportunities

KPI

• Revenue per account
• Account growth %
• Customer lifetime value

5. Customer Success & Issue Resolution (Ensure customer success after order placement.)

Coordinate:

• Order status updates
• Delivery tracking
• Quality concerns
• Replacement requests
• Escalations

Act as customer advocate internally.

KPI

• Customer issue resolution time
• Customer satisfaction score
• Complaint closure rate

6. Repeat Sales & Retention Management

Track:

• Reorder cycles
• Consumption patterns
• Seasonal demand

Initiate:

• Reorder reminders
• Product recommendations
• New collection updates

KPI

• Repeat purchase rate
• Monthly repeat revenue

7. CRM & Sales Data Management

Maintain accurate records of:

• Leads
• Opportunities
• Customers
• Quotations
• Follow-ups
• Orders
• Feedback

Use CRM consistently.

KPI

• CRM data accuracy
• Follow-up completion %
• Opportunity tracking compliance

8. Customer Intelligence & Market Insights

Gather market information regarding:

• Customer requirements
• Emerging trends
• Competitor offerings
• Material demand
• Pricing trends

Provide insights to Founder.

KPI

• Number of actionable insights generated
• New opportunities identified

9. Support for Ovrgari Wholesale Expansion

Develop B2B opportunities for:

• Retail stores
• Boutiques
• Fashion chains
• Corporate gifting
• Distributors

KPI

• Wholesale accounts acquired
• Wholesale revenue generated

10. Support Future Gemstone Marketplace

Build and maintain relationships with:

• Gemstone suppliers
• Dealers
• Traders
• Manufacturers
• Buyers

Create onboarding pipeline for future marketplace launch.

KPI

• Supplier network growth
• Buyer network growth

Daily Responsibilities

Every day, the coordinator must ensure:

Lead Management

• All inquiries acknowledged.
• All follow-ups completed.
• CRM updated.

Customer Management

• Existing customers contacted.
• Order status communicated.
• Issues resolved.

Sales Management

• Quotations sent.
• Opportunities advanced.
• Meetings scheduled.

Reporting

Submit end-of-day report covering:

• New leads
• Quotations sent
• Orders received
• Pending follow-ups
• Customer escalations
• Opportunities requiring Founder intervention

Required Qualifications

Education Preferred:

• BBA
• B.Com
• MBA (Sales/Marketing)
• Business Administration
• Commerce

Experience Preferred:

• 2–5 years

Experience in:

• B2B Sales
• Customer Success
• Key Account Management
• Client Servicing
• Relationship Management

Industry preference:

• Jewelry
• Fashion accessories
• Luxury products
• Raw materials
• Manufacturing
• Export industry

Technical Skills Must Have:

• CRM software
• Google Workspace
• Microsoft Excel / Google sheets
• Quotation preparation
• Sales reporting

Preferred:

• NeoDove CRM
• HubSpot CRM
• WhatsApp Business
• Amazon Business
• LinkedIn Sales Navigator

Behavioral Competencies / Critical Success Traits

1. Relationship Builder - Able to develop trust quickly.
2. Follow-Up Machine - Nothing falls through the cracks.
3. Excellent Communicator - Written and verbal communication skills.
4. Commercial Thinker - Understands revenue opportunities.
5. Organized Executor - Maintains records and commitments.
6. Customer Advocate - Balances customer needs with business goals.
7. Ownership Mindset - Treats customer accounts as personal responsibility.

Performance Scorecard

1. Target Lead Response Time: < 1 Hour
2. Follow-Up Completion: 100%
3. CRM Update Compliance: 100%
4. Customer Retention: > 90%
5. Repeat Revenue Contribution: > 60%
6. Quote Turnaround: Same Day
7. Customer Satisfaction: > 4.5/5
8. Complaint Closure: < 48 Hours
9. Opportunity Tracking Accuracy: 100%

Career Growth Path

Year 1

• B2B Sales & Customer Success Coordinator

Year 2–3

• Senior Account Manager

Year 3–5

• Business Development Manager

Year 5+

• Head of Sales & Customer Success