Lead Conversion & Customer Engagement Specialist

SBZ Solutions; Dadri; On-site; INR 900,000 - 1,300,000; Full time

Job summary

SBZ Solutions in Noida, India, seeks a Lead Conversion & Customer Engagement Specialist for a night-shift, office-based role. You will manage inbound/outbound leads, engage with US-time-zone clients, convert leads into bookings and nurture customer relationships after events.

The role emphasizes selling, follow-up discipline, and maintaining a premium brand image across communications, with KPIs spanning lead conversion and revenue growth.

Qualifications

• 25 years of experience in tele-sales, inside sales, hospitality sales, event sales, customer relationship management or a similar role.
• Excellent spoken English with a neutral and professional accent.
• Strong telephone communication and persuasion skills.
• Proven ability to convert leads and close sales, not merely make calls.
• Strong negotiation and objection-handling skills.
• Experience dealing with US customers or working in a US time zone will be an advantage.

Responsibilities

• Lead Calling & Conversion: contact inbound leads via website, social media, ads and referrals; make outbound calls; understand client requirements; present packages; follow up until conversion or hold.
• Corporate Client Engagement: reach out to corporate prospects and decision-makers; develop relationships for repeat bookings; maintain premium brand image.
• Post-Event Customer Follow-Up: gather feedback; identify issues and coordinate with US ops for resolution; solicit reviews and referrals; seek repeat business.
• CRM & Lead Management: maintain accurate records; update statuses and next actions; manage follow-up pipeline; generate daily/weekly reports.
• Sales Performance: meet KPIs like leads contacted, conversion rate, revenue generated and customer satisfaction.

Skills

Tele-sales experience

Lead conversion

English communication

Negotiation

CRM familiarity

US time-zone experience

Tools

CRM systems

Excel/Google Sheets

WhatsApp

Email

Job description

JOB DESCRIPTION

Position: Lead Conversion & Customer Engagement Specialist

Location: Noida, India | Night Shift | 5 Days a Week | US Time Zone

Company Overview

We are a growing premium lounge and hospitality business based in Washington, DC, USA, serving corporate and individual customers for private events, celebrations, corporate gatherings, parties, networking events and other special occasions.

We are looking for a highly motivated and professional Lead Conversion & Customer Engagement Specialist to join our India-based team. The successful candidate will manage leads generated through our marketing and sales channels, engage with prospective customers, convert qualified leads into confirmed bookings, and maintain relationships with customers after events.

This is a customer-facing sales role requiring excellent communication skills, confidence on the phone, strong follow-up discipline and the ability to close business.

Key Responsibilities

1. Lead Calling & Conversion

• Contact inbound leads generated through our website, social media, advertising campaigns, referrals and other marketing channels.
• Make professional outbound calls to prospective customers.
• Understand customer requirements, event type, preferred date, guest count, budget and expectations.
• Present suitable lounge/event packages and explain pricing, services and available options.
• Follow up consistently with prospective customers until the lead is converted, lost or placed on hold.
• Negotiate professionally within approved pricing and commercial guidelines.
• Convert qualified leads into confirmed bookings and revenue.
• Identify upselling and cross-selling opportunities such as food & beverage packages, private events, premium seating, entertainment and other services.

2. Corporate Client Engagement

• Contact corporate prospects and decision-makers regarding corporate events, meetings, celebrations, networking events and private functions.
• Develop relationships with corporate clients and encourage repeat bookings.
• Follow up on corporate inquiries and prepare customers for the next stage of the sales process.
• Maintain a professional and premium brand image in all communications.

3. Post-Event Customer Follow-Up

• Contact customers after their events to obtain feedback regarding their overall experience.
• Collect feedback on service, food & beverage, staff, ambience, event management and overall satisfaction.
• Identify complaints or service issues and coordinate with the US operations team for resolution.
• Request reviews, testimonials and referrals from satisfied customers where appropriate.
• Identify opportunities for repeat bookings and future events.
• Maintain a database of customer feedback and follow-up actions.

4. CRM & Lead Management

• Maintain accurate records of every lead, conversation, follow-up and booking in the CRM system.
• Ensure no qualified lead is left without timely follow-up.
• Update lead status, customer requirements, expected booking value and next action.
• Maintain a structured follow-up pipeline.
• Prepare daily/weekly sales and lead-conversion reports.

5. Sales Performance

The employee will be expected to work against measurable KPIs, including:

• Number of leads contacted
• Contact/connection rate
• Qualified leads generated
• Lead-to-booking conversion rate
• Revenue generated
• Follow-up completion rate
• Average booking value
• Repeat customer bookings
• Corporate accounts developed
• Customer satisfaction/feedback scores

Required Skills & Qualifications

• 25 years of experience in tele-sales, inside sales, hospitality sales, event sales, customer relationship management or a similar role.
• Excellent spoken English with a neutral and professional accent.
• Strong telephone communication and persuasion skills.
• Proven ability to convert leads and close sales, not merely make calls.
• Strong negotiation and objection-handling skills.
• Excellent follow-up and relationship-management abilities.
• Comfortable speaking with US-based customers and corporate clients.
• Professional, confident and courteous personality.
• Strong computer skills and familiarity with CRM systems, Excel/Google Sheets, WhatsApp and email.
• Ability to work independently and meet sales targets.
• Experience dealing with US customers or working in a US time zone will be an advantage.
• Hospitality, lounge, restaurant, event-management or nightlife industry experience will be an advantage.

Working Hours

• Location: Noida, India
• Work Arrangement: Office-based preferred; hybrid/remote may be considered for the right candidate.
• Shift: Night shift aligned with Washington, DC / US Eastern Time
• Working Days: 5 days per week
• Weekly Off: 2 days, based on business requirements
• Candidate must be comfortable working during US business/evening hours.

Ideal Candidate

We are looking for someone who is:

Sales-oriented | Confident | Articulate | Persuasive | Customer-focused | Target-driven | Professional | Persistent

The ideal candidate should enjoy speaking with customers, understanding how to identify buying intent, handle objections and turn enquiries into confirmed bookings.

This is not a basic telecalling position. The person will be responsible for the complete customer engagement cycle from lead conversation follow-up conversion post-event feedback repeat business.

Compensation

Salary: Competitive and commensurate with experience.

Performance Incentive: Attractive incentives/commission based on successful lead conversion and revenue generation.

Join us and become a key part of our US hospitality sales team by helping us convert leads into customers and customers into long-term relationships.