Customer Relationship Executive

Customer Relationship Department Overview (MDJ)

1. Department Purpose

To build strong customer relationships, enhance customer satisfaction, maximize repeat purchases, and ensure a premium MDJ experience at City Centre, Salt Lake.

2. Key Responsibilities

A. Customer Engagement

• Welcoming customers at the showroom.
  
• Understanding customer needs and guiding them to the right category (Gold/Polki/Diamond/Bangles/Bridal).
  
• Maintaining a warm, professional, and personalized interaction.
  

B. Post-Purchase Relationship

• Calling customers for feedback after purchase.
  
• Ensuring timely service support (polish, resize, exchange, repairs).
  
• Reminders for events like anniversaries, birthdays, and festivals.
  

C. Customer Database Management

• Updating CRM with accurate details.
  
• Maintaining purchase history and preferences.
  
• Segmentation for BTL campaigns and WhatsApp blasts.
  

D. Lead Management

• Handling inquiries from:
  
• Walk-ins
  
• WhatsApp
  
• Social Media
  
• Phone calls
  
• Following up consistently till conversion.
  

E. Service Recovery

• Listening to customer complaints.
  
• Coordinating with management for issue resolution.
  
• Ensuring customer leaves with a positive final experience.
  

3. Department KPIs

• Customer Satisfaction Score (CSAT)

• Repeat Footfall Rate

• Lead-to-Visit Conversion %

• Visit-to-Sale Conversion %

• TAT for Service Resolution

• Birthday/Anniversary Call Completion %

• Customer Data Accuracy %

4. Department HOD / Reporting Structure

• Reports To:

  Store Manager

• Works With:

  Sales Team, CRM Team, Marketing Team

• Supports:

  Directors & Management for customer insights

• Coordinates With:

  Accounts (billing), Service Desk, Inventory

5. Daily Responsibilities

• Greeting every customer within 5 seconds of entry.
  
• Data capture of every walk-in.
  
• WhatsApp follow-ups with templates.
  
• Daily report: footfall, feedback, complaints, conversions.
  
• Coordination with marketing for lead follow-up lists.
  

6. Skill Requirements

• Excellent communication & presentation.
  
• Polite, patient, customer-centric approach.
  
• Basic CRM/Excel knowledge.
  
• Positive personality & grooming.
  
• High accountability and relationship-building ability.