We are looking for an experienced and customer-focused CRM Customer Relationship Manager to join our leading ethnic women's wear retail store. The ideal candidate will be responsible for building solid customer relationships, enhancing customer satisfaction, and driving customer retention through proactive engagement and personalized communication.
The role involves reaching out to customers after their shopping experience to collect feedback, resolve concerns, provide product guidance, and introduce customers to various product categories and store offerings. The candidate will also identify high-value customers, maintain customer databases, analyze customer behavior, and support the planning and execution of customer retention and loyalty strategies.
The ideal candidate should possess excellent communication and interpersonal skills, robust knowledge of Microsoft Excel, and the ability to manage CRM data effectively while working closely with store operations and management.
Key Responsibilities:
Contact customers to understand their shopping experience and collect valuable feedback.
Resolve customer concerns and ensure timely issue resolution.
Build and maintain long-term relationships with existing and potential customers.
Promote various product categories, collections, and in-store services.
Identify VIP and high-value customers and maintain accurate customer records.
Develop and implement customer retention and loyalty initiatives.
Analyze customer feedback and buying patterns to improve customer experience.
Coordinate with store teams to enhance service quality.
Prepare CRM reports, customer insights, and performance dashboards using MS Excel.
Maintain CRM database with accurate customer information.
Support marketing campaigns, promotional activities, and customer engagement programs.
Ensure high customer satisfaction and encourage repeat business.