10 Aug
|
Leading
|
Mumbai
We are looking for a CRM Executive (preferably from the Hospitality industry) who can bring in a service -oriented mindset, strong interpersonal skills, and a customer -centric approach to enhance client relationships and drive customer loyalty.
Key Responsibilities :
- Provide a warm, professional, and personalized welcome to each client, ensuring a memorable customer experience.
- Handle inquiries, concerns, and complaints efficiently across multiple channels (in -store, phone, email, WhatsApp, and social media).
- Ensure timely and personalized follow -ups to enhance client satisfaction and conversion.
- Build and maintain long -term relationships with clients by understanding their needs and preferences.
- Collect and manage customer data including key life events (birthdays, anniversaries, engagements) to create customized promotions and offers.
- Regularly connect with customers to foster trust and loyalty.
- Track leads and monitor conversion rates, providing insights on trends and opportunities.
- Identify barriers to conversion and collaborate with the sales team to resolve them.
- Support front -office and sales teams in delivering seamless customer journeys from enquiry to purchase.
- Leverage customer data to analyse preferences, buying behaviour, and feedback for strategy improvements.
- Prepare reports on customer interactions, conversion metrics, and feedback trends for management review.
- Stay updated on industry trends and CRM best practices.
- Proactively suggest process improvements to enhance customer experience and operational efficiency.
- Bachelor’s degree in Hospitality Management, BBA, Marketing, or related field.
- 1–3 years of experience in customer -facing roles (hospitality, luxury retail, or similar industries preferred).
- Strong communication skills in English, Hindi, and one regional language.
- Proven ability to handle high -value clients with patience, empathy, and professionalism.
- Strong problem -solving skills with the ability to think on your feet in customer situations.
- Good organizational skills with the ability to manage multiple interactions simultaneously.
- Knowledge of CRM software/tools will be an added advantage.