Customer Relationship Management Executive

Job Summary

CRM Executive

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.

CallCenter& 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 customerbehavior, 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 andanalyzecustomer 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