Job DescriptionPosition
Customer Relationship Management (CRM) Executive
Department
Sales & Customer Experience
Location
House of Raadhvi
Reports To
Store Manager / Head – Sales & Customer Experience
About House of Raadhvi
House of Raadhvi is a premium fashion and lifestyle brand committed to delivering an exceptional shopping experience through elegant products, personalized customer service, and long-term customer relationships. We are looking for a passionate and customer-focused CRM Executive who can strengthen customer engagement, enhance brand loyalty, and contribute to business growth.
Job Summary
The Customer Relationship Management (CRM) Executive will be responsible for building and maintaining strong customer relationships, ensuring an outstanding customer experience before, during, and after every purchase. The role involves customer database management, follow-ups, loyalty initiatives, complaint resolution, appointment scheduling, and customer engagement activities to maximize repeat business and customer satisfaction.
Key ResponsibilitiesCustomer Relationship Management
- Develop and maintain long-term relationships with customers.
- Ensure a premium customer experience at every interaction.
- Build customer trust through personalized service.
- Promote customer loyalty and repeat purchases.
Customer Engagement
- Conduct follow-up calls after purchases.
- Call customers regarding new collections, exclusive launches, festive offers, and promotional campaigns.
- Send birthday, anniversary, and festive greetings.
- Invite premium customers to store events and product launches.
- Coordinate customer appointments and personal shopping sessions.
Customer Database Management
- Maintain accurate customer records in the CRM system.
- Update customer profiles with purchase history and preferences.
- Ensure confidentiality of customer information.
- Generate customer segmentation reports for marketing campaigns.
Customer Service & Complaint Resolution
- Handle customer enquiries through phone, WhatsApp, email, and walk-ins.
- Resolve customer complaints professionally and within the defined turnaround time.
- Coordinate with internal departments for quick issue resolution.
- Ensure complete customer satisfaction through timely follow-ups.
Sales Support
- Support the sales team by identifying repeat customers and high-value clients.
- Share customer insights to improve conversion and customer experience.
- Generate referrals through existing satisfied customers.
- Encourage customer participation in loyalty programmes and membership initiatives.
CRM Campaign Execution
- Execute customer engagement campaigns.
- Coordinate SMS, WhatsApp, email, and telecalling campaigns.
- Track campaign effectiveness and customer responses.
- Assist in planning customer appreciation events.
Reporting & Analysis
- Prepare daily, weekly, and monthly CRM reports.
- Monitor customer retention and repeat purchase rates.
- Maintain records of customer feedback and service quality.
- Identify opportunities for customer retention and business growth.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Repeat Customer Ratio
- Customer Retention Rate
- Customer Response Time
- Complaint Resolution Turnaround Time
- Customer Database Accuracy
- CRM Campaign Success Rate
- Customer Engagement Rate
- Appointment Conversion Rate
- Positive Customer Feedback Score
Required Qualifications
- Bachelor's Degree in Business Administration, Marketing, Commerce, or a related discipline.
- Certification in CRM or Customer Service is an added advantage.
Experience
- 2–5 years of experience in Customer Relationship Management, Customer Service, Retail, Fashion, Luxury Retail, Jewellery, Hospitality, or Lifestyle Brands.
- Experience with CRM software and customer database management is preferred.
Required Skills
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship-building abilities.
- Customer-centric approach with a pleasant personality.
- Strong problem-solving and conflict-resolution skills.
- Good presentation and professional grooming.
- Working knowledge of CRM software and MS Office.
- Proficiency in WhatsApp Business, email communication, and telecalling.
- Ability to multitask and work under pressure.
- High attention to detail and organizational skills.
Personal Attributes
- Positive attitude.
- Professional appearance.
- Pleasant and courteous behaviour.
- Strong listening skills.
- Empathy and patience.
- Self-motivated and proactive.
- High level of integrity and confidentiality.
- Team player with a collaborative mindset.
Preferred Industry Experience
- Premium Fashion Retail
- Luxury Retail
- Designer Wear
- Boutique Stores
- Jewellery Retail
- Lifestyle Brands
- Hospitality
- Premium Customer Service
Career Growth
A high-performing CRM Executive may progress to:
- Senior CRM Executive
- Customer Experience Manager
- CRM Manager
- Retail Operations Manager
- Store Manager
- Customer Success Manager
House of Raadhvi believes that exceptional customer relationships are the foundation of sustainable business growth. The CRM Executive plays a pivotal role in delivering memorable experiences, strengthening customer loyalty, and enhancing the brand's reputation.
Pay: ₹30,000.00 - ₹35,000.00 per month
Benefits:
- Food provided
- Provident Fund
Work Location: In person
