WE’RE HIRING | CLIENT EXPERIENCE & RELATIONSHIP MANAGER

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

nOur 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.

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

nThis is not a conventional customer service role.

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

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nTHE ROLE :

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

nFrom 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.

nAt 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.

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nWHAT YOU’LL BE RESPONSIBLE FOR :

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nCLIENT CONVERSATIONS & EMPATHY

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

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

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

nWhat does this client need?

nWhat problem are they trying to address?

nWhich service is most relevant to them?

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

nThis is not about hard-selling.

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

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nEND-TO-END CONSULTATION MANAGEMENT

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

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- Schedule and book consultations
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- Send meeting invites and confirmations
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- Coordinate calendars and ensure there are no gaps
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- Welcome the client before their consultation
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- Ensure they have everything they need for the session
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- Coordinate with the internal team wherever required
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- Follow up after the consultation
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- Ensure any post-consultation requirements are completed
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- Remain available as the client's ongoing point of contact
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nYour responsibility is to make sure that nothing falls through the cracks.

nCLIENT RELATIONSHIP MANAGEMENT

nThe relationship doesn't end when the consultation ends.

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

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- Staying connected with existing clients
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- Understanding their future requirements
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- Sharing relevant offerings and updates
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- Reaching out during relevant festivals and occasions
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- Sending birthday and anniversary wishes
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- Remembering important client milestones
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- Creating opportunities for repeat engagement
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- Ensuring clients feel that there is a real person behind the brand
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nThe objective is to build relationships, not databases.

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nCLIENT DATA & CRM MANAGEMENT

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

nThis includes:

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- Name and contact details
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- Email and location
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- Consultation history
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- Services taken
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- Important dates
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- Preferences and relevant client information
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- Follow-up requirements
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- Future opportunities
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- Communication history
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nYou should be comfortable working with CRM systems, spreadsheets and databases and have a strong eye for detail.

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nDATA IS NOT JUST FOR RECORD KEEPING.

nIt is an important business asset.

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nCLIENT INSIGHTS & BUSINESS INTELLIGENCE

nThis is where the role goes beyond conventional client handling.

nYou will analyse the data and identify patterns such as:

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

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nWORKING WITH THE MARKETING & CONTENT TEAM

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

nFor example:

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

n"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."

nThese insights can then influence:

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- Ad messaging
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- Content topics
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- Social media communication
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- Campaign strategy
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- Audience targeting
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- New offers
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- New products and services
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- Customer journeys
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nYou become the voice of the customer inside the organisation.

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nGROWTH & NEW OPPORTUNITIES

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

nYou should constantly think:

nHow do we reach more people who need these services?

nThis could involve:

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- Identifying current customer segments
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- Identifying cities and markets with potential
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- Suggesting new outreach opportunities
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- Identifying partnerships and communities
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- Identifying new service requirements
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- Suggesting ways to increase repeat engagement
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- Finding opportunities to improve the overall customer journey
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nTHE PERSON WE ARE LOOKING FOR

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

nYou should be:

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

nWe don't want someone who thinks:

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

nWe want someone who thinks:

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

nAnd then:

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

nThat is the mindset we are looking for.

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nWHAT SUCCESS LOOKS LIKE

nA successful person in this role will ensure that:

nEvery client feels heard.

nEvery enquiry is handled thoughtfully.

nEvery consultation is managed seamlessly.

nEvery follow-up happens on time.

nEvery important client detail is captured.

nEvery meaningful client insight reaches the right team.

nAnd the business continuously learns from its customers and grows.

nExperience 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.

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

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nLocation: Gurgaon

nExperience: 3–7 years

nApply: [email protected]

nIf 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