Process Coordinator

Role: Process Coordinator – CRR

Location: Mafatlal Chambers, Lower Parel

Employment Type: Full-time

Role Overview

KALKI is looking for a proactive and detail-oriented Process Coordinator to oversee and coordinate Customer Relationship & Retention (CRR) sales activities across 15 stores. In this role, you will collaborate closely with the ASP (Assistant Store Partner) and Guest Curator teams to monitor daily calling activities, appointment bookings, lead generation, and overall customer conversion.

The ideal candidate possesses strong communication and follow-up skills, prior experience in process coordination or CRM operations, and the ability to track performance metrics to ensure strict adherence to defined processes across all store locations.

Key Responsibilities

• Process Coordination: Coordinate daily operations with ASP and Guest Curator teams across 15 retail stores to ensure smooth execution of CRR sales initiatives.
• Calling Activity Monitoring: Track daily calling activities, call volumes, customer follow-ups, and team adherence to defined target goals.
• Lead Generation & Appointment Booking: Oversee customer outreach programs, monitor incoming leads, track scheduled store appointments, and ensure consistent follow-ups.
• Customer Retention: Support retention strategies to drive repeat purchases by targeting past customers, non-converting store walk-ins, and warm leads.
• Campaign Communication: Ensure store teams actively communicate new arrivals, festive collections, special discounts, and promotional campaigns to targeted customer lists.
• Performance Tracking & MIS Reporting: Maintain daily, weekly, and periodic reports detailing calls completed, leads generated, appointments booked, actual store visits, and final conversions.
• Conversion Monitoring: Analyze the journey of generated leads and booked appointments to assess actual store footfalls and conversion rates in coordination with store management.
• Follow-ups & Escalations: Maintain rigorous follow-ups with store teams on pending tasks, identify operational bottlenecks, and escalate unresolved issues to leadership.
• Process Adherence: Enforce standardized CRR sales protocols across all 15 stores while identifying gaps and recommending process improvements.
• Reporting: Submit regular performance updates and structured MIS reports to the reporting manager in a timely manner.

Desired Candidate Profile

• Educational Qualification: High School Diploma (12th Pass) or Graduate degree in any discipline.
• Work Experience:
• Prior experience in process coordination, sales support, CRM operations, telecalling operations, or sales coordination.
• Experience within the retail, fashion, luxury, or lifestyle sectors is highly preferred.
• Technical Skills: Proficiency in MS Excel (data management, trackers, VLOOKUP, Pivot Tables) and basic CRM platforms.
• Operational Skills: Exceptional organizational ability, strong follow-up rigor, and experience managing multi-location teams or targets.
• Soft Skills: Excellent verbal and written communication skills with a proactive, detail-oriented, and target-driven mindset.

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Health insurance
• Internet reimbursement
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person