Customer Relationship Executive

Role Overview

We are looking for a proactive and well-presented Customer Relationship Manager (CRM) to manage customer relationships, drive repeat business, and ensure an exceptional experience for every client.

Key Responsibilities

Customer Relationship Management

Maintain and regularly update the customer database.

Build strong, long-term relationships with existing and new customers.

Understand customer preferences, purchase history, occasions, and jewellery interests.

Handle VIP and high-value customers with personalised attention.

Ensure customers receive timely and professional communication after every purchase.

Follow-Ups & Sales

Conduct regular follow-ups with customers through calls and WhatsApp.

Follow up on enquiries, quotations, pending purchases, and customised orders.

Generate repeat sales and referrals from existing customers.

Inform customers about new collections, launches, offers, schemes, and special events.

Maintain a structured follow-up schedule and ensure no important customer lead is missed.

Customer Retention

Maintain records of birthdays, anniversaries, festivals, and other important occasions.

Send personalised greetings and relevant product recommendations.

Invite selected customers for exhibitions, launches, VIP events, and special previews.

Develop strategies to increase customer retention and repeat purchases.

Coordination

Coordinate with sales staff regarding customer requirements and pending follow-ups.

Coordinate with management regarding VIP customers and important client requests.

Ensure proper communication between the customer, salesperson, and internal teams.

Maintain confidentiality of customer information and purchase details.

Daily Responsibilities

Review pending customer follow-ups every morning.

Make scheduled customer calls and WhatsApp follow-ups.

Update CRM/customer records after every interaction.

Track enquiries and conversions.

Follow up on pending orders and deliveries.

Prepare a daily/weekly CRM follow-up and conversion report.

Identify inactive/high-value customers for re-engagement.

Required Skills

Excellent communication and interpersonal skills.

Strong customer-handling and relationship-building ability.

Good knowledge of MS Excel and CRM software.

Professional appearance and personality.

Strong follow-up and organisational skills.

Ability to handle VIP and high-value customers discreetly.

Good sales understanding and negotiation skills.

Fluency in Hindi and English; knowledge of Punjabi/Haryanvi would be an advantage.

Key Performance Indicators (KPIs)

Customer follow-up completion rate

Repeat customer sales

Customer retention

Enquiry-to-sale conversion

Number of active customer relationships

Reactivation of inactive customers

VIP customer engagement

Customer satisfaction and feedback

Accuracy and completeness of CRM records

Ideal Candidate

The ideal candidate should be well-spoken, organised, presentable, proactive, and highly customer-focused, with the ability to build genuine long-term relationships and convert them into repeat business.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 6+ years Experience.