Customer Relationship Executive (CRE) – Jewellery Retail Store
Location: Hyderabad
Experience: 1–4 Years (Retail / Jewellery Preferred)
Employment Type: Full-Time
Job Overview:
We are hiring a Customer Relationship Executive (CRE) for our jewellery showroom. The role focuses on customer reception, walk-in tracking, follow-ups, CRM management, feedback handling, and supporting sales conversion. The candidate must have strong communication skills and a customer-focused approach.
Key Responsibilities:
Customer Receiving & First Impression
- Welcome every customer promptly and professionally.
- Greet customers and understand purpose of visit (Purchase / Exchange / Repair / Billing / Enquiry).
- Enter customer details in walking tracker.
- Allocate customer to suitable salesperson.
- Ensure customer is seated comfortably and attended properly.
Walking Tracker Management
- Maintain daily walk-in register / digital walking tracker.
- Record date, time, customer name, mobile number, purpose of visit, staff attended, and conversion status.
- Record reason for non-purchase when applicable.
- Submit daily report to Store Manager / Owner.
- Maintain monthly conversion ratio report.
- Highlight peak and slow hours.
Customer Send-Off Process
- Thank customers personally after visit or purchase.
- Inform about ongoing offers and schemes.
- Ensure billing copy and jewellery packing are properly handed over.
- Encourage satisfied customers to share online reviews.
- Take consent for promotional updates via WhatsApp.
Feedback Form Management
- Ensure billing customers complete feedback form.
- Collect ratings on staff behaviour, product variety, pricing, and store experience.
- Collect testimonials where possible.
- Submit weekly feedback summary.
- Escalate negative feedback to management immediately.
Existing Customer Follow-Up
- Call customers within 48 hours after purchase.
- Call non-converted walk-ins within 24 hours.
- Follow up with scheme customers monthly.
- Send birthday and anniversary wishes.
- Update CRM notes accurately.
- Convert follow-ups into repeat visits.
Missed Call & Enquiry Handling
- Return missed calls promptly.
- Respond to WhatsApp and enquiry messages.
- Share approved catalogue images only.
- Book appointments for high-value customers.
- Maintain enquiry conversion report.
CRM & Database Management
- Maintain updated customer database.
- Record purchase history, special occasions, and preferences.
- Segment customers (Premium / Regular / Investment).
- Maintain data accuracy and confidentiality.
Online Review & Reputation Management
- Encourage satisfied customers to provide online reviews.
- Respond to reviews professionally.
- Escalate negative reviews to management.
- Track store rating monthly.
Daily Reporting Structure
Submit daily report including:
- Total Walk-ins
- Total Bills
- Conversion Percentage
- Feedback Summary
- Follow-up Calls Completed
- Appointments Fixed
- Pending Call List
Event & Campaign Support
- Call customers for new collection launches, festive offers, and exhibitions.
- Prepare invitation lists.
- Track event attendance and response rate.
Additional Responsibilities
- Maintain customer waiting time record.
- Coordinate with sales team for VIP customers.
- Maintain complaint register.
- Track lost customers and support reactivation efforts.
- Maintain appointment diary.
- Maintain scheme maturity list.
- Support inventory enquiry coordination.
- Ensure reception area ambience standards (cleanliness, music, AC).
- Maintain birthday and anniversary campaign calendar.
Key Performance Indicators (KPIs)
- Walk-in data accuracy
- Follow-up call completion target
- Conversion support rate
- Online review collection target
- Repeat customer visit percentage
Required Skills:
- Strong communication and interpersonal skills
- Good customer handling ability
- Basic CRM and computer knowledge
- Reporting and data management skills
- Professional appearance and positive attitude
- Ability to work in retail showroom environment
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹25,000.00 per month
Language:
Work Location: In person
