WE’RE HIRING | CLIENT EXPERIENCE & RELATIONSHIP MANAGER

We’re looking for someone who believes that client handling begins with listening, not selling.

Our clients often come to us at important and difficult moments in their lives. They may be confused, emotionally overwhelmed, looking for clarity, or simply trying to understand what their next step should be.

We need someone who can listen patiently, understand deeply, guide thoughtfully and build a relationship that lasts beyond a single consultation.

This is not a conventional customer service role.

It is a combination of Client Experience, Relationship Management, Advisory, Business Intelligence and Growth.

THE ROLE :

You will be the single point of contact for our clients across their entire journey.

From the first conversation to booking a consultation, welcoming them into the experience, following up afterwards and staying connected with them for future requirements, you will be responsible for ensuring that every client feels heard, valued and well taken care of.

At the same time, you will use the information and insights gathered from clients to help the business understand who our customers are, what they need and how we can reach more people like them.

WHAT YOU’LL BE RESPONSIBLE FOR :

CLIENT CONVERSATIONS & EMPATHY

- Speak with clients over calls, WhatsApp and other communication channels
- Listen patiently and understand what the client is going through
- Ask the right questions to understand their concerns, expectations and requirements
- Identify the underlying need rather than simply responding to the immediate question
- Communicate with warmth, patience and emotional intelligence
- Make clients feel comfortable enough to openly share their concerns
- Never make the interaction feel transactional or scripted

CLIENT ADVISORY & SERVICE MAPPING

Our services span Numerology, Astrology, Kundli consultations, Healing and other specialised offerings.

You will need to understand these services well enough to identify:

What does this client need?

What problem are they trying to address?

Which service is most relevant to them?

You will then guide the client towards the appropriate service and help them take the next step.

This is not about hard-selling.

It is about understanding the person first and then connecting their need to the right solution.

END-TO-END CONSULTATION MANAGEMENT

Once a client decides to proceed, you will own the journey:

- Schedule and book consultations
- Send meeting invites and confirmations
- Coordinate calendars and ensure there are no gaps
- Welcome the client before their consultation
- Ensure they have everything they need for the session
- Coordinate with the internal team wherever required
- Follow up after the consultation
- Ensure any post-consultation requirements are completed
- Remain available as the client's ongoing point of contact





Your responsibility is to make sure that nothing falls through the cracks.

CLIENT RELATIONSHIP MANAGEMENT The relationship doesn't end when the consultation ends.

You will maintain meaningful, long-term relationships with clients by:

- Staying connected with existing clients
- Understanding their future requirements
- Sharing relevant offerings and updates
- Reaching out during relevant festivals and occasions
- Sending birthday and anniversary wishes
- Remembering important client milestones
- Creating opportunities for repeat engagement
- Ensuring clients feel that there is a real person behind the brand

The objective is to build relationships, not databases.

CLIENT DATA & CRM MANAGEMENT

You will maintain a structured and accurate record of every client.

This includes

- Name and contact details
- Email and location
- Consultation history
- Services taken
- Important dates
- Preferences and relevant client information
- Follow-up requirements
- Future opportunities
- Communication history

You should be comfortable working with CRM systems, spreadsheets and databases and have a strong eye for detail.

DATA IS NOT JUST FOR RECORD KEEPING.

It is an important business asset.

CLIENT INSIGHTS & BUSINESS INTELLIGENCE

This is where the role goes beyond conventional client handling.

You will analyse the data and identify patterns such as:

- What kind of clients are coming to us?
- What are their most common concerns?
- Which services are most in demand?
- Which cities or locations are generating demand?
- What are clients repeatedly asking for?
- What are the common objections before booking?
- Why do some clients convert while others don't?
- What additional services could be relevant to our existing clients?
- What emerging needs are we seeing?

You will convert these observations into actionable business insights.

WORKING WITH THE MARKETING & CONTENT TEAM

You will work closely with the marketing and social media teams to bring the voice of the customer into our marketing strategy.

For example

If you notice that a large number of clients are approaching us with a particular problem, you should be able to tell the marketing team:

"This is what people are struggling with. This is the language they are using. These are the questions they are asking. This is what they are looking for."

These insights can then influence:

- Ad messaging
- Content topics
- Social media communication
- Campaign strategy
- Audience targeting
- New offers
- New products and services




- Customer journeys

You become the voice of the customer inside the organisation.

GROWTH & CURRENT OPPORTUNITIES

We don't expect you to stop at analysing existing customers.

You should constantly think

How do we reach more people who need these services?

This could involve

- Identifying new customer segments
- Identifying cities and markets with potential
- Suggesting new outreach opportunities
- Identifying partnerships and communities
- Identifying new service requirements
- Suggesting ways to increase repeat engagement
- Finding opportunities to improve the overall customer journey

THE PERSON WE ARE LOOKING FOR

We are looking for someone who is human first and analytical second, but excellent at both.

You should be

- Highly empathetic and emotionally intelligent
- Patient and an excellent listener
- Soft-spoken, warm and respectful
- Comfortable speaking with people from different backgrounds
- Excellent at communication
- Naturally curious about people's lives and problems
- Organised and extremely detail-oriented
- Comfortable handling multiple clients simultaneously
- Commercially aware without being pushy
- Strong with data and analysis
- Comfortable with spreadsheets, CRM and customer databases
- Able to identify patterns and turn them into insights
- Proactive about follow-ups
- Excellent at coordinating across teams
- Someone who genuinely cares about delivering a great client experience

MOST IMPORTANTLY

We don't want someone who thinks:

"My job is to answer calls and book appointments."

We want someone who thinks:

"Someone has trusted us with a problem in their life. How do I make sure they feel heard, understood and guided?"

And then

"What can I learn from this interaction that can help us serve 100 more people like them?"

That is the mindset we are looking for.

WHAT SUCCESS LOOKS LIKE A successful person in this role will ensure that:

Every client feels heard.

Every enquiry is handled thoughtfully.

Every consultation is managed seamlessly.

Every follow-up happens on time.

Every important client detail is captured.

Every meaningful client insight reaches the right team.

And the business continuously learns from its customers and grows.

Experience in client relationship management, premium customer experience, hospitality, counselling-oriented customer interaction, consulting, relationship management, luxury services, wellness or high-touch service businesses would be valuable.

Experience in spirituality, astrology, numerology or healing is a plus, but empathy, maturity, communication and analytical ability matter more.

Location: Gurgaon

Experience: 3–7 years

Apply: [email protected]

If you are someone who can make a person feel genuinely heard while also seeing the bigger picture behind every conversation, we’d like to meet you.

📌 Client Experience & Relationship Manager (Gurugram)
🏢 Aakriti's healverse
📍 Gurugram