Key Responsibilities :

1. Customer Database & Segmentation

- Maintain and enrich the customer database (purchase history, preferences, size, fabric/style choices, festival buying patterns).
- Segment customers by RFM (Recency, Frequency, Monetary value), occasion-based buying (weddings, festivals, daily wear), and loyalty tier.

2. Retention & Loyalty Programs

- Design and manage loyalty programs (points, tier benefits, birthday/anniversary offers).
- Drive repeat purchase campaigns tied to festive calendars (Diwali, Navratri, wedding season, Eid, regional festivals).

3. Campaign Management

- Plan and execute CRM campaigns via SMS, WhatsApp, email, and app notifications for recent collection launches, sales, and personalized recommendations.
- Coordinate with store staff/stylists for clienteling — personalized outreach to high-value customers (e.g., for bridal/wedding shopping).

4. Customer Experience & Feedback





- Monitor NPS/CSAT scores; track and resolve escalations related to sizing, alterations, delivery, or product quality.
- Gather feedback on fit, fabric, and design preferences to inform merchandising.

5. Data Analysis & Reporting

- Track KPIs: repeat purchase rate, average order value, churn rate, loyalty program participation, campaign ROI.
- Provide insights to merchandising/marketing teams on regional and seasonal buying trends.

6. Cross-functional Coordination

- Work with e-commerce, store operations, and inventory teams to ensure a seamless omnichannel customer experience.
- Partner with the visual merchandising/styling team for personalized styling suggestions to loyal customers.

Pay: ₹250,000.00 - ₹350,000.00 per year

Benefits

- Leave encashment

Work Location: In person

📌 Customer Relationship Management Executive (Delhi)
🏢 Surya Ethnic fashion India
📍 Delhi