Customer Relationship Management (CRM)

- Build and maintain strong relationships with existing customers.
- Manage the customer database and ensure accurate customer information.
- Execute customer engagement campaigns through SMS, WhatsApp, Email, and Phone Calls.
- Coordinate birthday, anniversary, festive, and personalized customer greetings.
- Follow up with customers for repeat purchases and referrals.
- Monitor customer purchase history and suggest personalized marketing campaigns.
- Handle customer feedback, complaints, and service requests professionally.
- Coordinate with showroom teams to ensure seamless customer service.
- Generate customer retention reports and analyze campaign performance.
- Maintain customer loyalty programs and membership perks.
- Support customer reactivation campaigns for inactive customers.

Online Reputation Management (ORM)

- Monitor and manage the brand's online reputation across Google, Instagram, Facebook, and other digital platforms.
- Respond promptly to customer reviews, ratings, comments, and messages.
- Encourage satisfied customers to post positive reviews.
- Handle negative reviews professionally and coordinate resolutions with the concerned department.
- Monitor social media mentions and customer sentiment.
- Track competitor reviews and identify improvement opportunities.
- Prepare weekly and monthly ORM performance reports.
- Work closely with the Marketing and Social Media teams to improve brand perception.
- Ensure consistent brand communication across all online platforms.

Customer Experience





- Ensure every customer interaction reflects the brand's premium service standards.
- Coordinate customer events, VIP customer programs, and exclusive launches.
- Collect customer feedback and recommend service improvements.
- Support showroom staff in delivering exceptional customer experiences.

Required Skills

- Excellent verbal and written communication skills (English, Telugu, and Hindi preferred).
- Strong customer handling and problem-solving abilities.
- Experience with CRM software and Microsoft Excel.
- Valuable understanding of Google Business Profile, Instagram, Facebook, and WhatsApp Business.
- Ability to manage multiple customer interactions simultaneously.
- Strong analytical and reporting skills.
- Positive attitude with excellent interpersonal skills.
- Attention to detail and strong organizational abilities.

Preferred Qualifications

- Bachelor's degree in Marketing, Business Administration, or a related field.
- 1–3 years of experience in CRM, ORM, Customer Service, or Retail Marketing.
- Jewellery retail experience will be given priority.

Key Performance Indicators (KPIs)

- Customer retention rate
- Customer satisfaction (CSAT)
- Number of repeat customers
- Response time to customer queries
- Google review rating improvement
- Number of positive customer reviews generated
- Resolution time for customer complaints
- Customer database accuracy
- Campaign conversion and engagement rates

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

- Paid sick time

Work Location: In person

📌 CRM Executive (jewellery exp priority) (India)
🏢 Ekadhi jewellery
📍 India