Post Sales Co-ordinator

**About Aashni + Co**
Aashni + Co is a leading multi-brand luxury store specializing in Indian ethnic designerwear. With flagship stores in London and Mumbai, we cater to an exclusive clientele seeking bespoke bridal, couture, and contemporary collections from top designers. Our commitment to excellence extends beyond the purchase, ensuring a seamless post-sales experience that reflects the luxury and sophistication of our brand.

**Job Summary**
The Senior CRM (Post Sales) will be responsible for managing all aspects of the customer relationship journey post-purchase. This role focuses on ensuring client satisfaction, resolving concerns, and building long-term loyalty by providing exceptional after-sales service. The Senior CRM will serve as the primary point of contact for customers, managing alterations, returns, exchanges, and other post-sales needs, while maintaining the brand's high standards of service.

**Key Responsibilities**

**Customer Relationship Management**
- Serve as the primary point of contact for clients post-purchase, ensuring their needs are met promptly and efficiently.
- Build and nurture long-term relationships with clients, fostering loyalty and repeat business.
- Communicate effectively with high-value customers, providing personalized service and solutions tailored to their preferences.

**Post-Sales Support and Issue Resolution**
- Manage customer queries and concerns related to alterations, product quality, returns, and exchanges.
- Coordinate with internal teams, including tailoring, design, and inventory, to ensure timely and accurate resolution of post-sales issues.
- Track and monitor post-sales requests, providing regular updates to customers on the status of their concerns.

**Process Management and Improvement**
- Streamline post-sales processes to enhance efficiency and customer satisfaction.
- Implement systems to track and manage post-sales requests, ensuring timely resolution and follow-up.
- Analyze recurring issues and recommend process improvements to reduce customer complaints.

**Client Engagement and Retention**
- Maintain a proactive approach to client communication, checking in post-delivery to ensure satisfaction.
- Suggest complementary products and services during post-sales interactions to drive additional sales opportunities.
- Organize client appreciation activities or events to strengthen relationships and enhance brand loyalty.

**Reporting and Analytics**
- Maintain detailed records of customer interactions, post-sales issues, and resolutions.
- Generate reports on post-sales performance, including client satisfaction scores and resolution turnaround times.
- Analyze data to identify trends and areas for improvement in the post-sales process.

**Qualifications and Skills**
- **Education**: Bachelor's degree in Business Administration, Retail Management, or a related field.
- **Experience**: 4-6 years of experience in customer relationship management, preferably in luxury retail or high-end fashion.
- **Skills**:

- Exceptional communication and interpersonal skills.
- Strong problem-solving and conflict resolution abilities.
- Detail-oriented with excellent organizational and multitasking capabilities.
- Proficient in CRM software and Microsoft Office Suite.
- Ability to manage high-pressure situations with poise and professionalism.

**Why Join Aashni + Co?**
At Aashni + Co, you will play a vital role in delivering an unparalleled luxury experience to our clientele. Join us to be part of a dynamic team dedicated to excellence, innovation, and customer delight.

Pay: Up to ₹50,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Day shift

**Experience**:

- total work: 3 years (preferred)

Work Location: In person