Solastaa Hair & Skin Private limited

Senior Customer Relationship Executive (Win-back & Retention)

Kalyan, Mumbai | Full-time

About Solastaa

Solastaa Hair & Skin is a growing salon chain with six salons across Mumbai (Kalyan, Thane, Dombivli, Varap) and Bangalore. We have served over 7,000 customers We run the business on data, and we are now building a dedicated customer relationship team to bring our old customers back and keep our current customers coming.

Why this role exists

Over the last four years, thousands of customers have visited us and then stopped coming. We know exactly who they are, what services they took, and who their therapist was. What we need is one capable, mature person who owns the job of reaching out to them, understanding why they left, and bringing them back. This is not a call-centre job. It is a relationship role with real responsibility, real data, and real rewards tied to results.

What you will do

- Own the Win-back Programme: work through our ready customer lists (about 2,000 priority customers) and call them personally
- Talk to each customer like a person, not a script: find out why they stopped coming, note the reason, and offer the right solution
- Book appointments directly in our salon software (Zenoti) while on the call, and follow up before the visit so the customer actually shows up
- Handle the "your therapist has moved" conversations: introduce customers to their new therapist and make the switch smooth
- Run WhatsApp follow-up sequences for customers who cannot be reached by phone (we use DoubleTick / WhatsApp Business API)
- Call every new customer within 24-48 hours of their first visit, thank them, and secure their second visit
- Maintain the call tracker daily: calls made, reached, reason, outcome, booked, showed up
- Share a short weekly report: what customers are saying, what is working, what the salon needs to fix
- Guide and supervise the junior telecaller on scripts, follow-ups and tracking




- Coordinate with salon managers and therapists so booked customers get a great experience when they walk in

Who we are looking for

- 3-6 years of experience in customer calling, tele-sales, client servicing or front-desk / relationship roles (salon, wellness, hospitality, insurance, banking, real estate or similar)
- Confident, warm and patient on the phone; comfortable handling "why should I come back?" without getting flustered
- Fluent in Hindi and Marathi; working English
- Comfortable with Excel/Google Sheets and WhatsApp Business; salon software will be taught
- Organised: you follow up without being reminded, and your tracker is always current
- Mature and self-driven: this role works with limited supervision and reports directly to the Founder
- Based in or near Kalyan; able to work Sundays with a weekday off (salon customers book on weekends)

What you get

Component

Details

Fixed salary

₹ 25,000 - 35,000 per month, depending on experience (edit to your budget)

Booking incentive

₹ 50 for every win-back customer who books AND shows up

Second-visit incentive

₹ 30 for every new customer you secure for a 2nd visit within 45 days

Realistic monthly earning

₹ 35,000 - 50,000 including incentives once settled in

Other

Free salon services every month, festival bonus, paid leave, mobile & data reimbursement, growth path to Customer Relationship Manager across all six salons

Incentives are paid monthly, calculated from the tracker you maintain and verified against salon billing - so your effort is visible and rewarded.

Working details

- Location: Solastaa back office, Kalyan (not inside a salon - a quiet calling environment)
- Hours: 10:00 am - 7:00 pm, six days a week; Sunday working, one weekday off
- Tools provided: dedicated mobile number, laptop, Zenoti and WhatsApp Business access, ready customer lists and scripts
- Training: one week of hands-on onboarding on our customer data, scripts and software

Pay: From ₹35,000.00 per month

Work Location: In person

📌 Senior Customer Relationship Executive (Win-back & Retention) (Kalyan)
🏢 Solastaa hair and skin private
📍 Kalyan