NPS Executive

1 week ago

Mumbai, Maharashtra, India Kalki Fashion Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: NPS Executive

Location: Lower Parel, Mumbai

Department: Customer Experience / CRM

Reports To: Customer Experience Manager

About Kalki Fashion:

Kalki Fashion is a leading luxury ethnic wear brand known for its handcrafted designs, premium fabrics, and exceptional shopping experienceboth online and in stores. We aim to create memorable journeys for every customer who chooses Kalki.

Job Summary:

As an NPS Executive at Kalki Fashion, you will play a key role in understanding our customers' experiences and driving continuous improvement across all touchpoints—store, online, and post-purchase. You will manage our Net Promoter Score (NPS) process, gather customer insights, and work closely with teams to enhance satisfaction, loyalty, and brand advocacy.

Key Responsibilities:

  • Conduct NPS surveys and customer feedback calls across all channels (in-store, online, WhatsApp, phone, and email).
  • Analyze responses to identify promoters, passives, and detractors, and highlight key pain points or delight factors.
  • Follow up with customers who share negative feedback to understand issues and ensure timely resolution.
  • Share actionable insights and feedback trends with store teams, sales, CRM, and operations.
  • Track progress of customer experience initiatives and measure their impact on NPS scores.
  • Prepare weekly and monthly NPS dashboards for management with insights and recommendations.
  • Support customer engagement and retention campaigns based on feedback themes.
  • Collaborate with the marketing and CRM teams to design customer appreciation and recovery programs.
  • Maintain a high standard of professionalism and empathy in every customer interaction.

Requirements:

  • Bachelor's degree in Business, Marketing, or Communications.
  • 1–3 years of experience in customer experience, CRM, or feedback management (preferably in retail, fashion, or hospitality).
  • Excellent verbal and written communication skills in English and Hindi.
  • Strong analytical and reporting skills (Excel, Google Sheets, or CRM dashboards).
  • Passion for fashion and creating exceptional customer experiences.
  • Positive attitude, empathy, and problem-solving mindset.

Key Skills:

  • Customer Feedback & NPS Management
  • Data Analysis & Reporting
  • Communication & Relationship Management
  • Complaint Resolution & Recovery
  • Cross-Functional Coordination

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