Experience Center Manager

Role Objective

To lead and operate the EasyBuild Experience Center as a high-performance, revenue-generating environment, delivering a premium consultative buying experience while driving:

• Lead conversion 
• BOQ accuracy 
• Revenue per visitor 
• Customer satisfaction 

Key Responsibilities (Detailed)

1. P&L Ownership & Revenue Accountability

• Own the entire conversion funnel: 
• Walk-in → Consultation → Qualified Lead → BOQ → Conversion 
• Drive: 
• Revenue per visitor 
• Conversion rate optimization 
• Average ticket size 
• Track daily: 
• Footfall vs conversions 
• Category-wise performance 
• Consultant productivity 
• Take corrective actions to ensure monthly revenue targets are achieved 

2. High-Value Customer & Influencer Management

• Personally handle: 
• HNI customers 
• Contractors with large projects 
• Architects & designers 
• Developers / bulk buyers 
• Build long-term relationships: 
• Repeat business 
• Referral ecosystem 
• Act as face of EasyBuild for premium clients 

3. Team Leadership & Floor Management

• Lead a team of: 
• Senior consultants 
• Category consultants 
• Front desk & operations staff 
• Ensure: 
• High energy, consultative selling environment 
• Clear role allocation per category 
• Conduct: 
• Daily morning briefings 
• Performance reviews 
• On-floor coaching 
• Maintain discipline + motivation + performance culture 

4. Data-Driven Floor Optimization

• Monitor and analyze: 
• Trackwick dashboards 
• Visitor heatmaps 
• Staff dwell time 
• Conversion ratios 
• Identify: 
• Bottlenecks in customer journey 
• Underperforming zones 
• Consultant productivity gaps 
• Implement real-time interventions to improve performance 

5. Operational Excellence

• Ensure seamless 7-day operations: 
• Staffing alignment 
• Peak hour optimization (12 PM – 4 PM & 6 PM – 8 PM) 
• Manage Reliever Model: 
• Weekly offs 
• Backup coverage 
• No service disruption 
• Oversee: 
• Store readiness 
• Cleanliness 
• Display quality 

6. Phygital Experience Execution

• Ensure integration of: 
• Physical experience (store walkthrough) 
• Digital tools (3D planning / metaverse) 
• Drive: 
• Assisted selling model 
• Guided customer journeys 
• Ensure consistent premium experience across all touchpoints 

7. BOQ Accuracy & Consultation Quality

• Supervise: 
• BOQ creation 
• Project estimations 
• Ensure: 
• High accuracy 
• Customer trust 
• Reduce: 
• Errors 
• Rework 

8. CRM & Lead Management Ownership

• Ensure 100% lead capture for all walk-ins 
• Monitor: 
• Lead qualification 
• Follow-up cycles 
• Conversion pipeline 
• Assign leads to consultants and track closure 

9. Compliance & Governance

• Ensure adherence to: 
• EasyBuild SOPs (Phygital model) 
• Tophawks HR and operational policies 
• Maintain: 
• Documentation 
• Reporting accuracy 
• Audit readiness 

10. Cross-Functional Coordination

• Work closely with: 
• EasyBuild leadership 
• Vendor / supply chain teams 
• Digital marketing team 
• Tophawks program management 
• Ensure alignment between: 
• Demand generation 
• Store conversion 
• Order fulfillment