Qureos Mentor

Luxury Personified

<div>
 
 
 
 About Luxury Personified LLP
 
 
 
 
 
 
 
 
 Luxury Personified LLP
 
 is India&rsquo;s leading distributor of premium luxury lifestyle and audio brands. We proudly represent globally renowned audio names such as
 
 Bang &amp; Olufsen, Sonos, Devialet, Marshall
 
 , and several other high-end consumer technology products.
 
 
 With a strong national presence across retail and system integration channels, our mission is to bring the finest global audio innovations to our consumers. We are now expanding our leadership team and seeking an experienced
 
 Sales Manager
 
 with deep expertise in the audio industry.
 
 
 
 
 
 
 Position Overview
 
 
 
 The
 
 Sales Manager &ndash; AV (Audio Industry)
 
 will lead sales initiatives, build and manage key client relationships, and drive growth for our premium audio portfolio. The candidate
 
 must come from the audio or AV industry
 
 with hands-on experience in selling high-quality speakers, sound systems, and integrated home audio solutions.
 
 
 Experience working with or selling premium audio brands such as
 
 Bang &amp; Olufsen, Sonos, Devialet, Bose, Harman, Bowers &amp; Wilkins, KEF
 
 , or similar is highly preferred.
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 
 
 
 1. Sales Leadership &amp; Revenue Growth
 
 
 <ul>
 <li>
 Drive overall sales strategy to meet and exceed monthly, quarterly, and annual revenue targets.
 </li>
 <li>
 Build sales pipelines, identify high-value opportunities, and strengthen the brand&rsquo;s presence across channels.
 </li>
 <li>
 Lead and manage relationships with system integrators, architects, interior designers, retailers, and premium customers.
 </li>
 </ul>
 
 
 
 
 
 2. Client Relationship Management
 
 
 <ul>
 <li>
 Build long-term relationships with key accounts and high-net-worth clients.
 </li>
 <li>
 Understand customer requirements and propose tailored luxury audio solutions.
 </li>
 <li>
 Ensure smooth coordination from product demonstration to installation and after-sales support.
 </li>
 </ul>
 
 
 
 
 
 3. Product Demonstration &amp; Solution Selling
 
 
 <ul>
 <li>
 Conduct premium brand demonstrations (Bang &amp; Olufsen, Sonos, Devialet, etc.).
 </li>
 <li>
 Explain technical aspects related to acoustics, Wi-Fi &amp; Bluetooth connectivity, multi-room audio, home automation compatibility, and AV integrations.
 </li>
 <li>
 Collaborate with the technical team for site visits and installation planning.
 </li>
 </ul>
 
 
 
 
 
 4. Market Analysis &amp; Brand Development
 
 
 <ul>
 <li>
 Stay updated with global audio industry trends, competitor offerings, and pricing strategies.
 </li>
 <li>
 Provide inputs to management for promotional strategies, product introductions, and brand positioning.
 </li>
 <li>
 Participate in exhibitions, AV trade shows, luxury events, and industry networking programs.
 </li>
 </ul>
 
 
 
 
 
 5. Operational Excellence &amp; Reporting
 
 
 <ul>
 <li>
 Maintain accurate sales forecasts, CRM data, and sales performance reports.
 </li>
 <li>
 Ensure optimal product visibility, inventory planning, and coordination with internal teams.
 </li>
 <li>
 Support marketing with product launches, store events, and campaign planning.
 </li>
 </ul>
 
 
 
 
 
 6. MIS, Reporting &amp; Business Intelligence
 
 
 <ul>
 <li>
 Ensure timely preparation and sharing of all MIS reports, sales dashboards, and performance trackers.
 </li>
 <li>
 Provide management with structured information flow including market insights, sales analytics, forecasting accuracy, and competition intelligence.
 </li>
 <li>
 Monitor KPIs and maintain structured documentation across CRM, sales pipelines, and reporting systems.
 </li>
 </ul>
 
 
 
 
 
 7. Lead Generation, Outbound Sales Mechanisms &amp; Event Coordination
 
 
 <ul>
 <li>
 Build and execute structured outbound sales mechanisms including outreach campaigns, partner acquisition drives, and digital lead funnels.
 </li>
 <li>
 Develop and manage lead-generation processes for architects, system integrators, dealers, and retail partners.
 </li>
 <li>
 Coordinate events, roadshows, dealer meets, AV exhibitions, and customer engagement activities.
 </li>
 </ul>
 
 
 
 
 
 8. Dealer &amp; Distribution Network Management
 
 
 <ul>
 <li>
 Manage and expand dealer and distribution network across assigned territories.
 </li>
 <li>
 Strengthen relationships with key channel partners and ensure effective communication and sales support.
 </li>
 <li>
 Monitor channel health, performance, and compliance with company policies.
 </li>
 </ul>
 
 
 
 
 
 9. Distribution Expansion &amp; Width Growth
 
 
 <ul>
 <li>
 Responsible for increasing the width of distribution across regions by adding new partners, cities, and high-potential accounts.
 </li>
 <li>
 Drive network penetration and ensure optimal market coverage.
 </li>
 </ul>
 
 
 
 
 
 10. Receivables Management
 
 
 <ul>
 <li>
 &bull; Monitor and ensure timely collection of outstanding payments from partners.
 </li>
 <li>
 &bull; Maintain strong credit discipline in the distribution network.
 </li>
 </ul>
 
 
 
 
 
 
 Qualifications &amp; Experience
 
 
 
 
 
 Education
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Marketing, Electronics, or a related field.
 </li>
 <li>
 
 MBA preferred
 
 (Sales, Marketing, or Business Management).
 </li>
 </ul>
 
 
 
 
 
 Experience
 
 
 <ul>
 <li>
 
 Minimum 5 years of proven sales experience in the audio/AV industry is mandatory.
 
 </li>
 <li>
 Strong background in premium audio brands or luxury consumer electronics.
 </li>
 <li>
 Experience handling high-profile clients, system integrator projects, or luxury retail.
 </li>
 </ul>
 
 
 
 
 
 
 Skills &amp; Competencies
 
 
 
 <ul>
 <li>
 Excellent communication, presentation, and negotiation skills.
 </li>
 <li>
 Strong technical understanding of high-end audio systems, home automation, and AV setups.
 </li>
 <li>
 Ability to lead client consultations and close high-ticket sales.
 </li>
 <li>
 Strong relationship-building and stakeholder management skills.
 </li>
 <li>
 Competency in CRM tools, MS Office, and sales reporting.
 </li>
 <li>
 Ability to work independently with strong ownership and accountability.
 </li>
 </ul>
 
 
 
 
 
 
 Desired Attributes
 
 
 
 <ul>
 <li>
 Passion for premium audio and luxury technology.
 </li>
 <li>
 Customer-focused, polished, and professional in approach.
 </li>
 <li>
 Ability to manage multiple projects and timelines.
 </li>
 <li>
 High level of drive, discipline, and goal orientation.
 </li>
 </ul>
 
 
 
 
 
 
 Working Conditions
 
 
 
 <ul>
 <li>
 Travel required for client visits, demos, and industry events.
 </li>
 <li>
 Flexibility to work on weekends for client appointments or store activations, if needed.
 </li>
 </ul>
</div>

Sales Manager – AV (Audio Industry)

<div>
 
 
 
 Role Objective
 
 
 
 
 
 
 
 
 Luxury Personified
 
 is seeking a mission-driven, process-oriented
 
 Head of After-Sales Service
 
 to revamp and lead its customer experience and service operations across India. This leader will be responsible for transforming a fragmented and under-optimized function into a high-performance, scalable, and brand aligned service ecosystem. The ideal candidate is strategic yet hands-on, with the passion to create lasting processes and systems that support luxury-brand-level customer experiences, while achieving operational efficiency.
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 
 
 
 1. Service Strategy &amp; Process Design
 
 
 
 &bull; Build, implement, and continuously improve SOPs, SLAs, and escalation matrices for all service
 
 
 touchpoints (call centre, email, walk-in, etc.)
 
 
 &bull; Design scalable systems to ensure uniform service quality across Ecommerce, LFR, and High Street
 
 
 retail channels
 
 
 &bull; Develop brand-aligned service experiences that meet the expectations of premium customers.
 
 
 
 
 
 
 2. Customer Support Operations (Voice, Email, Digital)
 
 
 
 &bull; Overhaul the current call centre and digital support operations to ensure nominal calls and scripts &amp;
 
 
 ensure follow-ups.
 
 
 &bull; Implement workforce management, intelligent call routing, and robust ticketing solutions
 
 
 &bull; Collaborate with tech and product teams to refine customer interfaces
 
 
 (IVR, WhatsApp, web forms, etc.)
 
 
 
 
 
 
 3. Team Leadership &amp; Performance Management
 
 
 
 &bull; Lead, coach, and mentor a diverse team of agents, regional service engineers, and customer support executives
 
 
 &bull; Define KPIs (CSAT, FCR, NPS, missed call ratio) and set agent-level performance standards
 
 
 &bull; Identify training needs and foster a culture of ownership and accountability with focal point being customer centricity.
 
 
 
 
 
 
 4. Vendor &amp; Partner Management
 
 
 
 &bull; Evaluate and manage relationships with 3rd-party service centres, logistics partners, call centre
 
 
 vendors
 
 
 &bull; Establish clear SLAs with external distributors and service partners, especially for high-street retail
 
 
 networks.
 
 
 
 
 
 
 5. Analytics, Reporting &amp; CX Improvement
 
 
 
 &bull; Own the service data stack: performance dashboards, RCA reports, call audit outcomes, and customer feedback loops
 
 
 &bull; Identify and eliminate bottlenecks by using available tools.
 
 
 &bull; Reporting periodically to the relevant stack holders.
 
 
 &bull; Drive insights-led interventions to reduce service response time and increase After Sales Service CSAT.
 
 
 
 
 
 
 6. Stakeholder Collaboration
 
 
 
 &bull; Collaborate cross-functionally with Partners, Sales Teams, Marketing Teams and Warehouse Teams to
 
 
 ensure end-to-end service readiness
 
 
 &bull; Serve as the voice of the customer internally and influence business and product decisions
 
 
 accordingly.
 
 
 
 
 
 
 
 Key Deliverables (First 6 Months)
 
 
 
 
 
 
 
 &bull; Call-to-resolution ratio improvement by 70%
 
 
 &bull; Revamp the craft the SOPs for all service channels and brand categories
 
 
 &bull; Implementation of a centralized CRM + ticketing system &amp; IVR/WA solution.
 
 
 &bull; Creation of a scalable, documented service framework that can support future brand expansions.
 
 
 
 
 
 
 
 Must-Have:
 
 
 
 
 
 
 
 &bull; 10+ years of experience in managing service operations, ideally in luxury/premium electronics.
 
 
 &bull; Proven success in building or restructuring service functions at a regional or national level.
 
 
 &bull; Strong operational command over call centre KPIs, workforce management, and CRM systems.
 
 
 &bull; Deep understanding of consumer expectations in the luxury segment.
 
 
 &bull; Track record of cross-functional leadership and change management.
 
 
 
 
 
 
 
 Preferred:
 
 
 
 
 
 
 
 &bull; Experience in D2C or omnichannel brands
 
 
 &bull; Exposure to tools like Smart Flow, Salesforce CRM or similar
 
 
 &bull; Lean Six Sigma or service quality certifications
 
 
 &bull; Fluency in English, Hindi (other regional languages a plus)
 
 
 &bull; Ability to articulate well in English.
 
 
 
 
 
 
 
 Personal Attributes
 
 
 
 
 
 
 
 &bull; Relentless problem-solver with a builder&rsquo;s mindset
 
 
 &bull; Comfortable in high-ambiguity and entrepreneurial environments
 
 
 &bull; Empathetic and customer-first in thinking, yet data-obsessed and execution-focused
 
 
 &bull; Strategic thinker with a strong bias for action
 
 
 &bull; Hands-on operator who&rsquo;s not afraid to &ldquo;break his head&rdquo; to build something lasting.
 
 
 
 
 
 
 
 
 
 
 
 Why Join Luxury Personified?
 
 
 
 
 
 
 
 
 At Luxury Personified, you will be part of a fast-growing company shaping the future of luxury electronics retail in India. This is a rare opportunity to design and lead the entire service backbone for some of the world&rsquo;s most aspirational brands, in a dynamic and evolving market.
 
 
 
 
 
 
 https://www.luxurypersonified.co.in/
 
 
</div>

Head of Customer Experience & RMC

Join Luxury Personified and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Luxury Personified

ABOUT_COMPANY

Sales Manager – AV (Audio Industry)

Head of Customer Experience & RMC