Customer Relation Executive

Job Title: CRM (Customer Relationship Management) – Retail Store.

Department: Operations

Reports To: Store Manager

Job Overview:

We are looking for an experienced Customer Relationship Management (CRM) to join Kalki Fashion, a leading brand specializing in ethnic and luxury fashion. The CRM will be responsible for building and maintaining strong, lasting relationships with customers, ensuring that they receive exceptional service and personalized experiences. This role will focus on managing customer engagement strategies, loyalty programs, customer retention, and enhancing overall satisfaction.

Key Responsibilities:

• Customer Engagement & Relationship Building (Inbound and Outbound Calls):
• Build and nurture strong, lasting relationships with existing and potential customers, ensuring a personalized experience at every touchpoint.
• Proactively engage with high-value customers, ensuring they receive exclusive offers, personalized recommendations, and consistent communication.
• Act as a liaison between the customer and the company, addressing inquiries, resolving issues, and ensuring the highest level of customer satisfaction.
• Collect and analyze customer feedback to understand their needs and concerns, using insights to improve the overall shopping experience.
• Customer Data Management:
• Manage and maintain accurate customer databases, ensuring up-to-date records for communication, tracking, and engagement purposes.
• Analyze customer data to identify purchasing behaviors, trends, and preferences to tailor marketing strategies and improve customer experience.
• Segment customer lists based on various factors such as buying patterns, preferences, and demographics to create targeted communication.
• Collaborate with the marketing team to develop personalized marketing campaigns based on customer insights.
• Customer Service & Problem Resolution:
• Ensure that all customer inquiries and issues are handled promptly and professionally, with the goal of resolving complaints to the customer's satisfaction.
• Handle escalated customer concerns related to products, services, or experiences in a calm, solution-oriented manner.
• Track customer complaints, ensuring issues are documented and followed up on, and improvements are implemented to prevent future issues.
• Customer Communication & Retention:
• Design and execute customer communication strategies, including email, SMS, calls and social media updates, to keep customers informed of new arrivals, promotions, and events.
• Organize and manage in-store events, VIP shopping experiences, or private sales for top customers to enhance their relationship with the brand.
• Collaboration with Store Teams:
• Work closely with store staff to ensure that they are equipped with the tools and information needed to deliver exceptional customer service.
• Coordinate with sales teams to ensure a consistent customer experience across all touchpoints, from online to in-store.

Skills & Qualifications:

Education: Graduate (in any field).

Experience: 2+ years of experience in customer relationship management, retail customer service, or related fields, preferably in fashion or luxury retail.

Skills:

• Strong interpersonal and communication skills, with the ability to engage and build lasting relationships with customers.
• Excellent problem-solving skills with a customer-first approach.
• Proficient in CRM software and other relevant retail technologies.
• Strong analytical skills to interpret customer data and identify trends for effective decision-making.
• Ability to handle multiple tasks simultaneously and work effectively in a fast-paced environment.
• Highly organized with a keen eye for detail and a passion for providing exceptional customer experiences.
• A deep understanding of customer service and retention strategies in the retail industry.
• Knowledge of ethnic and luxury fashion trends is a plus.

Work Environment:

• Flexible working hours, including weekends and public holidays, as required.
• High-energy retail environment focused on customer satisfaction and premium service.
• Collaborative team environment with a focus on achieving customer service excellence.

Working Conditions:

• Location: Kalki Fashion Retail Store.
• Shift Time: 11 AM to 9 PM.
• Working Days: Monday – Sunday (1 rotational week-off between Monday to Thursday).

Company website:

Job Types: Full-time, Permanent

Pay: ₹15, ₹24,000.00 per month

Experience:

• total work: 1 year (Required)
• Customer service: 1 year (Required)

Language:

• English (Required)

Work Location: In person