Customer Retention Specialist (AI-Driven Sales & Events)

1. AI-Powered Sales Conversion

• Utilise AI tools to improve the conversion of wedding and event enquiries into confirmed bookings.
• Use AI to draft personalised sales messages, quotations, promotional content and follow-up communications.
• Analyse customer enquiries, preferences and budgets to recommend suitable wedding packages and event services.
• Identify potential customers who are likely to book and prioritise follow-ups accordingly.
• Use AI to improve sales scripts, objection handling and closing techniques.

2. Automated Customer Follow-Ups

• Implement AI-assisted follow-up workflows through WhatsApp Business, CRM systems, email and other approved communication channels.
• Ensure timely follow-ups for new enquiries, venue viewings, quotations and pending bookings.
• Re-engage customers who have stopped responding or have not confirmed their bookings.
• Develop personalised follow-up sequences based on each customer's enquiry date, budget, event date and level of interest.
• Use AI to identify missed sales opportunities and recommend the next best action.

3. Wedding & Event Sales Growth

• Convert enquiries into confirmed wedding and event bookings across the company's venues.
• Promote and upsell wedding packages, venue rental, catering, decorations, photography and other event-related services.
• Use AI to generate promotional campaigns targeting different customer segments and wedding budgets.
• Analyse sales trends, customer feedback and campaign performance to identify opportunities for revenue growth.
• Support seasonal promotions and campaigns to increase bookings during off-peak periods.

4. Lead Management & Customer Retention

• Maintain accurate customer information and sales pipeline records in the CRM system.
• Use AI-assisted lead scoring and customer segmentation to identify high-potential enquiries.
• Track customers who have viewed venues, received quotations or expressed interest but have yet to confirm.
• Develop referral and repeat-booking strategies to encourage recommendations and future event bookings.
• Monitor lost leads and use AI to analyse the reasons for unsuccessful conversions.

5. AI-Generated Marketing & Content

• Use AI tools to create engaging sales messages, promotional copy, email campaigns and social media content.
• Assist in generating wedding package presentations, proposal templates and personalised customer recommendations.
• Collaborate with the marketing team to improve campaign targeting and customer engagement.
• Test different promotional messages and sales approaches to identify those that generate the highest conversion rates.

6. Sales Analytics & Performance Reporting

• Use AI tools and dashboards to track enquiries, venue viewings, quotation follow-ups and confirmed bookings.
• Prepare weekly reports on conversion rates, lost leads, sales revenue and follow-up performance.
• Identify bottlenecks in the sales process and recommend improvements using data-driven insights.
• Continuously improve AI-assisted sales workflows to reduce manual work and increase team productivity.

Job Requirements

• Diploma or degree in Business, Marketing, Hospitality, Events Management or a related field is preferred.
• Experience in sales, customer retention, CRM or hospitality is an advantage.
• Experience in wedding sales, banquet operations or event venue management is preferred.
• Comfortable using AI tools such as ChatGPT and AI-powered CRM or marketing platforms.
• Familiarity with WhatsApp Business, customer databases, sales pipelines and automated follow-up tools.
• Strong communication, persuasion, negotiation and customer relationship management skills.
• Able to use data and AI-generated insights to improve sales performance.
• Proactive, target-driven and willing to learn new technology.
• Able to work weekends and public holidays when required.

Key Performance Indicators (KPIs)

• Monthly confirmed wedding and event bookings.
• Enquiry-to-booking conversion rate.
• Revenue generated from follow-ups, upselling and recovered leads.
• Number of previously inactive leads successfully converted.
• Speed and consistency of customer follow-ups.
• Return on investment from AI-assisted marketing campaigns.
• Accuracy of CRM records and sales reporting.

Reporting to: Sales Manager / Business Development Manager

Primary Objective: To increase wedding and event sales revenue by combining strong customer relationship management, proactive sales follow-ups and AI-powered sales automation.