Customer Relationship Management Executive

Job Summary

We are seeking a proactive and customer-focused 
CRM Executive
 to manage end-to-end client relationships while also handling 
customer service and cold calling activities
. The ideal candidate will be responsible for nurturing VIP and high-value customers, handling inbound and outbound calls, converting leads, and ensuring excellent service delivery. This role requires strong communication skills, comfort with cold calling, and the ability to work closely with sales, marketing, and operations teams to drive customer satisfaction and revenue growth.

Key Responsibilities

Client Relationship Management

• Build and maintain strong relationships with VIP clients and HNI (High Net-Worth Individuals).

• Act as the single point of contact for customer queries, complaints, and feedback.

• Handle client escalations professionally and ensure timely resolution.

• Maintain long-term relationships to improve client retention and loyalty.

Customer Service & Support

• Handle customer service calls, emails, and WhatsApp queries in a professional and empathetic manner.

• Resolve customer concerns related to bookings, services, and post-sale support.

• Ensure a high level of customer satisfaction through prompt responses and follow-ups.

• Maintain service quality standards aligned with luxury brand expectations.

Cold Calling & Outbound Engagement

• Make outbound calls to prospective and existing customers for lead generation, follow-ups, and service promotion.

• Conduct cold calling to introduce company offerings, services, and ongoing campaigns.

• Qualify leads, understand customer requirements, and pass hot leads to the sales team.

• Follow up on inactive or lost leads to re-engage potential customers.

Call Center & Inbound Management

• Handle inbound calls related to inquiries, bookings, feedback, and support.

• Maintain accurate call logs and interaction records in the CRM system.

• Ensure timely follow-ups and closure of all customer interactions.

Sales & Revenue Support

• Assist in converting leads into confirmed bookings through continuous engagement.

• Coordinate with the sales team for deal closures and upselling opportunities.

• Support post-sale follow-ups to ensure repeat business and referrals.

CRM Software & Data Management

• Maintain and update customer data in CRM tools and MS Excel.

• Record client preferences, interaction history, and feedback accurately.

• Generate basic reports on customer behavior, satisfaction, and follow-up status.

• Segment customer databases for targeted campaigns and outreach.

Client Engagement & Loyalty

• Support loyalty programs, personalized communication, and retention initiatives.

• Collect and analyze customer feedback through surveys and calls.

• Assist in organizing client appreciation activities and engagement campaigns.

Collaboration & Coordination

• Work closely with marketing teams for campaigns, events, and promotions.

• Coordinate with operations and logistics teams to ensure smooth service delivery.

• Support on-ground or in-store events by managing guest coordination when required.

Key Skills & Competencies

• Excellent spoken and written English communication skills

• Strong customer service and relationship management skills

• Comfortable with cold calling and outbound customer engagement

• Experience in luxury, travel, hospitality, or customer-facing roles preferred

• Knowledge of CRM tools and client lifecycle management

• Ability to multitask and manage high-profile clients

• Strong follow-up, negotiation, and problem-solving skills

• Sales coordination and customer engagement mindset

• High attention to detail and professional etiquette