Customer Relationship Manager (CRM)

Job Description: Customer Relationship Manager

Brand: Devasya

Position Type: Full-Time
Location: Shahpur Jat, New Delhi
Department: Customer Relationship / CRM
Reporting To: Customer Relationship Manager / Marketing Manager
Experience: 2–5 years (Fashion/Retail/E-commerce preferred)

About Devasya

Devasya is a women’s Indian clothing brand committed to blending traditional craftsmanship with modern fashion. We strive to create a memorable and personalized shopping experience for every customer. We are seeking a proactive and customer-focused Customer Relationship Executive to strengthen our customer engagement and enhance service quality.

Role Summary

The Customer Relationship Executive will be responsible for managing customer interactions through outbound and inbound calls, addressing customer queries, providing product information, and ensuring high levels of customer satisfaction. This role plays a vital part in maintaining long-term customer relationships and supporting the brand’s retention and engagement efforts.

Key Responsibilities

Customer Communication

• Make outbound calls to existing and new customers for product updates, promotions, feedback collection, and engagement.
• Handle inbound customer calls related to product queries, order status, sizing, fabric details, and store/website assistance.
• Maintain a warm, professional, and brand-appropriate communication style.

Customer Relationship Management

• Build and nurture strong relationships with customers to enhance loyalty and retention.
• Follow up on customer interactions to ensure resolution and satisfaction.
• Maintain accurate customer records and call logs in the CRM system.

Service & Support

• Assist customers with exchange/return processes, order placement, and after-sales support.
• Address concerns or complaints promptly while maintaining a customer-first approach.
• Coordinate with internal teams (operations, sales, marketing) to resolve customer issues efficiently.

Sales Support

• Inform customers about new launches, festive collections, in-store events, and offers.
• Guide customers in product selection based on needs, preferences, and past purchase behavior.
• Upsell and cross-sell appropriate products where relevant.

Data & Reporting

• Update CRM with call notes, customer preferences, and feedback.
• Share daily/weekly reports on customer interactions, issues, and engagement metrics.
• Highlight recurring concerns or opportunities for improvement to management.

Skills & Qualifications

• Bachelor’s degree in any field (preferred).
• 1–3 years of experience in customer service, CRM, tele-calling, retail, or fashion industry roles.
• Excellent verbal communication in English and Hindi (additional languages are a plus).
• Strong customer service orientation with a polite and positive attitude.
• Basic understanding of fashion terminology and women’s ethnic wear (training can be provided).
• Ability to multitask, stay organized, and work in a fast-paced environment.
• Familiarity with CRM tools or call management software is an advantage.

Personal Attributes

• Warm, empathetic, and customer-focused demeanour.
• Strong listening and problem-solving skills.
• Professional communication and interpersonal skills.
• Patience, attentiveness, and reliability.

Job Type: Full-time

Pay: ₹30,000.00 - ₹50,000.00 per month

Work Location: In person