Client Relationship Executive

Company Description

Kahani by i2c Events is dedicated to creating unique and unforgettable wedding experiences that reflect the individuality of every couple. From classic fairy-tale weddings to modern, unconventional celebrations, Kahani turns your vision into reality through carefully curated themes that foster emotional connections. Our services encompass everything from decor and entertainment to catering, ensuring every detail is flawlessly executed. Focused on storytelling through events, we craft celebrations that leave lasting memories for you and your guests. Join us in creating #AapkiAnokhiKahani, sharing love stories in a way that’s meaningful and special.

Role Objective:

The Client Relationship Executive (CRE) is responsible for managing post-closing client coordination, ensuring milestone-wise payment collections, timely reporting, and smooth communication between clients, finance, and internal teams. The role focuses on building trust and maintaining long-term relationships through systematic follow-ups and documentation.

Key Responsibilities:

1. Client Communication & Relationship Management

• Source and maintain accurate client and vendor contact details.
• Call clients regularly to share updates, gather feedback, and maintain strong relationships.
• Send personalized greetings for birthdays, anniversaries, etc., to nurture rapport.
• Participate in daily CRM review sessions with stakeholders.
• Resolve client queries promptly and professionally.

2. Payment Collection & Billing Coordination

• Ensure milestone-wise payment collection within timelines.
• Share invoices and UTRs promptly and maintain a clear audit trail.
• Coordinate invoice/bill generation with Accounts.
• Confirm final deliverables and amounts with Client Servicing before billing.

3. Documentation & Reporting

• Record all interactions, approvals, and updates in CRM and email/WhatsApp summaries.
• Maintain structured data templates for smooth coordination across departments.
• Avoid verbal-only updates; ensure all communication is documented.
• CC Finance and Client Servicing on all payment-related emails.

4. Escalation & Follow-up

Follow embedded SOP for payment follow-ups:

D0:

D3:

D7:

D10:

D15:

Flag ageing, disputes, or documentation gaps proactively.

5. Client Servicing & After-Sales Support

• Ensure client satisfaction from order placement until final payment.
• Collect true feedback and resolve queries diligently.
• Act as a point of contact for complaints and escalate issues to the concerned team.

Competency Requirements:

Skills Needed:

• Excellent communication: soft-spoken, polite, professional (English/Hindi; Gujarati preferred).
• Persuasion, rapport-building, and phone/meeting etiquette.
• Listening, questioning, and proactive problem-solving.
• Consistency, patience, and empathy in follow-ups.
• Tech-savvy: Google Docs, Sheets, Excel, CRM, professional email/WhatsApp etiquette.

Knowledge Areas:

• Wedding/event planning basics.
• Billing systems, client documentation, and vendor networks.
• Internet research and data collection.

Traits & Self-Image:

• Confident, high-energy, go-getter mindset.
• Honest, persistent, and eager to learn.
• Warm, hospitable, client-friendly approach.
• Passionate about growth and process improvement.

Workflow & Reporting:

• CRE coordinates post-closing with Client Servicing, Production, and Finance.
• Reports directly to Finance (Cost Controller + Accounts) with alignment to Growth Head.
• Top 2 priorities: polite, consistent, documented follow-ups & timely milestone-wise collections.