Customer Relationship Manager

3 days ago

Mumbai, Maharashtra, India Kalki Fashion Full time

Job Title: Customer Relationship Manager

Location: Kalki Fashion Santacruz, Mumbai

Department: Retail / Client Experience

Reports To: Store Manager

Job Overview:

As a Customer Relationship Manager (CRM) at Kalki Fashion, you will be responsible for nurturing strong relationships with clients and ensuring a seamless, personalized shopping journey. You will manage client interactions from pre-purchase to post-delivery, handle order updates and grievances, and drive customer loyalty through exceptional service and follow-ups.

Key Responsibilities:

Client Relationship Management

  • Build and maintain long-term relationships with premium and repeat clients.
  • Maintain detailed client profiles with preferences, purchase history, and upcoming event details.
  • Engage proactively with clients through personalized calls, messages, and outreach for new collections, offers, and style recommendations.

Customer Experience & Service Recovery

  • Manage and resolve customer grievances related to orders, fittings, deliveries, or alterations with empathy and professionalism.
  • Ensure timely communication and follow-up on issue resolution in coordination with relevant departments.
  • Provide prompt and accurate order process updates to clients, including confirmations, dispatch details, and delivery timelines.
  • Anticipate potential service delays and communicate proactively to manage expectations.

Sales Support & Retention

  • Identify cross-selling and upselling opportunities to enhance the clients shopping experience.
  • Drive repeat business through consistent engagement, personalized styling advice, and client loyalty programs.
  • Collaborate with marketing and CRM teams to execute targeted client communication and retention campaigns.

Store Coordination & Operations

  • Coordinate closely with the store team, stylists, production, and alterations departments for smooth order fulfillment.
  • Support in-store client appointments, trials, and exclusive preview sessions.
  • Maintain CRM records and ensure accurate documentation of all client communications, orders, and service updates.

Requirements:

  • Experience in client relationship management, preferably in fashion, luxury retail, or hospitality.
  • Excellent communication, problem-solving, and interpersonal skills.
  • Strong understanding of Indian ethnic fashion trends and customer expectations.
  • Proficiency in CRM tools, Excel, and communication platforms.
  • Customer-first approach with a polished and professional demeanor.

Key Competencies:

  • Relationship building & empathy
  • Complaint handling & service recovery
  • Clear and proactive communication
  • Time and process management
  • Team coordination
  • Sales acumen

About Kalki Fashion:

Kalki Fashion is a leading Indian ethnic wear brand known for its blend of traditional craftsmanship and contemporary design. With a strong presence in bridal, festive, and couture fashion, Kalki is dedicated to delivering memorable and delightful customer experiences.

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