customer relationship manager

Job Description

Job Overview – Customer Relationship Manager ICON is looking for a Customer Relationship Manager (CRM) to help enhance our customer experience. In this role, you’ll build strong relationships with customers, ensuring a seamless and positive experience with ICON. If you're passionate about customer service, lead generation, cold calling, and problem-solving, we want to hear from you! About ICON ICON is a premium luggage brand redefining the travel experience with innovative design and technology. Founded by the ex-MyFitness team, ICON is a DSG Consumer Partners portfolio company, backed by prominent angel investors and influencers. Our mission is to disrupt the mass premium segment in the LTA category with intuitively designed, eco-friendly products that combine sleek aesthetics and practical functionality. India's travel market is booming post-COVID, and with rising consumer spending and growing business and leisure travel, we see a clear opportunity to redefine travel gear. Our products are crafted for the modern traveler, offering superior style, design, and utility, standing out in a market flooded with average options. ICON aims to be the premium choice, delivering top-quality products that enhance every journey. Responsibilities Customer Relationship Management Build long-lasting relationships through excellent communication and problem-solving skills. Understand customer needs and provide tailored solutions to enhance their ICON experience. Handle inquiries, complaints, and feedback with prompt and effective resolutions. Customer Support Provide pre-sales and post-sales assistance, addressing queries on products, orders, returns, and exchanges. Collaborate with marketing and product teams to offer insights for improving service and products. Customer Retention Develop strategies to boost customer loyalty, satisfaction, and retention. Follow up to ensure satisfaction and address any emerging concerns. Lead Generation & Cold Calling Proactively generate leads and engage potential customers through cold calling to grow the customer base. Develop and implement strategies for reaching new customers and expanding ICON’s presence. Data & Reporting Keep accurate records of customer interactions and satisfaction metrics. Analyze feedback and trends to improve customer experience. Qualifications Skills Strong communication and problem-solving abilities. Proficient in CRM software and Microsoft Office Suite (preferred). Attention to detail and ability to turn feedback into opportunities. Experience with lead generation and cold calling. Experience 1-3 years in customer relationship management, customer service, or related fields. Retail or e-commerce experience is a plus. Education ( preferred ) Bachelor’s degree in Business Administration, Marketing, or related field. Optional Certifications: CRM or customer service certifications are a plus. What you will gain Directly improve customer experience and build lasting relationships. Opportunities to grow your skills in customer relationship management, lead generation, and sales. Work with a passionate team focused on achieving success. Learn in a fast-growing brand with exposure to new opportunities. How to apply If you’re passionate about customer relationships and have experience in lead generation, send your resume to care@icon.in. Feel free to refer anyone you think would be a great fit! Let’s create something ICONic together! Show more Show less