Customer Relationship Executive – Retail Industry
Position: Customer Relationship Executive
Industry: Retail
Department: Customer Relationship Management / Sales
Reports To: Store Manager / CRM Manager
Experience: 1–3 years in Retail, Customer Service, or Relationship Management
Employment Type: Full-Time
Location: Lulu Mall
Job Summary
We are looking for a Customer Relationship Executive with experience in the retail industry to manage customer interactions, build long-term relationships, drive repeat business, and ensure excellent customer satisfaction. The ideal candidate should have strong communication skills, good product knowledge, and experience handling customer queries, follow-ups, complaints, and sales support.
Key Responsibilities
Welcome and assist customers in a professional and friendly manner.
Build and maintain strong relationships with existing and new customers.
Handle customer enquiries through phone calls, WhatsApp, email, and in-store interactions.
Follow up with customers regarding enquiries, quotations, purchases, deliveries, services, and feedback.
Maintain regular communication with existing customers to encourage repeat purchases.
Handle customer complaints and coordinate with the relevant departments for timely resolution.
Maintain accurate customer information and interaction records in the CRM system.
Generate leads through customer follow-ups and existing customer databases.
Support the sales team in achieving sales, conversion, and customer-retention targets.
Identify opportunities for upselling and cross-selling products.
Inform customers about new products, offers, promotions, loyalty programs, and events.
Conduct customer satisfaction and feedback calls.
Coordinate with sales, billing, delivery, inventory, and service teams to resolve customer issues.
Maintain confidentiality of customer information.
Prepare daily and weekly reports on enquiries, follow-ups, conversions, complaints, and customer feedback.
Ensure company customer-service standards and SOPs are followed.
Candidate Profile
Graduate or equivalent qualification preferred.
1–3 years of relevant experience in the retail industry is preferred.
Experience in customer relationship management, retail sales, showroom operations, or customer service.
Excellent verbal and written communication skills.
Good knowledge of customer handling and relationship-building techniques.
Strong follow-up and coordination skills.
Comfortable working with CRM software, MS Office, and basic computer applications.
Target-oriented with a strong customer-service mindset.
Pleasant personality, professional grooming, and positive attitude.
Ability to handle customer complaints calmly and professionally.
Willingness to work in retail shifts, weekends, and holidays as required.
Key Skills
Customer Relationship Management
Retail Customer Service
Customer Follow-up
Complaint Handling
Sales & Conversion
Upselling & Cross-selling
CRM Management
Communication Skills
Lead Management
Customer Retention
Coordination
Problem Solving
Negotiation Skills
Key Performance Indicators (KPIs)
Customer satisfaction and feedback score
Repeat customer rate
Customer retention
Lead-to-customer conversion
Follow-up completion
Sales and revenue contribution
Upselling/cross-selling performance
Complaint resolution time
CRM/database accuracy
Achievement of assigned targets
Pay: ₹18,000.00 - ₹22,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
