Crm Executive

Job Title:

Department:

Reports To:

Job Overview:

Customer Relationship Management (CRM)

Key Responsibilities:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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

Experience

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 8 PM.

• Working Days:

  Monday – Sunday (1 rotational week-off between Monday to Thursday).

Company website: https://www.kalkifashion.com/in/