We're hiring a CRM Executive to own customer experience and retention for a growing D2C fashion brand. If you love turning one-time buyers into loyal, repeat customers and know your way around Shopify and a CRM tool, this one's for you.

What you'll own

Customer query management

- Handle daily queries across website, social media, WhatsApp, email, calls, and aggregator/retail channels

- Manage size, fit, quality, delivery, return, and exchange queries end to end

- Document every query, complaint, and resolution in a structured tracker

- Coordinate with the Ecommerce Operations Executive on order status, NDRs, RTOs, returns, and exchanges

Retention & relationship building

- Build long-term relationships with new and returning customers

- Run retention campaigns: repeat-purchase nudges, win-backs, loyalty, and referral programs

- Offer personalised and special discounts during sales and key occasions

- Follow up on feedback, reviews, and the post-purchase experience

Abandoned checkouts & conversion

- Monitor abandoned carts and checkouts daily on Shopify

- Follow up via call, WhatsApp, or email to recover orders

- Convert hesitant customers, including COD-to-prepaid conversion

- Track and report the recovery rate

Customer acquisition, data & research

- Maintain a clean customer database segmented by new, repeat, high-value, and inactive

- Analyse purchase patterns, return reasons, and feedback

- Research and suggest ways to acquire new customers and improve experience





- Support marketing with insights for targeted campaigns and offers

Offline & aggregator customers

- Manage customer experience for orders from aggregators and retail partners

- Coordinate with partners to resolve issues and keep service consistent

International customers

- Support overseas customers with product, shipping, duty, returns, and discount information

- Understand the back end (order flow, timelines, pricing, offers) to guide them accurately

- Help build processes for international customer service

Reporting

- Prepare a monthly report on new customers acquired, repeat customers, retention, abandoned-checkout recovery, query trends, and return reasons

- Recommend service and experience improvements based on the data

What we're looking for

- 2–4 years in CRM, customer support, or retention, preferably D2C or ecommerce (fashion apparel preferred)

- Excellent verbal and written communication

- Strong convincing and negotiation skills

- Hands-on with Shopify and CRM tools (Zoho, HubSpot, Freshdesk, WebEngage, or similar)

- Good command of Excel and Google Sheets

- Robust attention to detail and record keeping

- Analytical mindset, empathy, and a customer-first approach

Good to have

- Experience with WhatsApp Business or marketing automation tools

- Experience with international or cross-border customers

- Basic knowledge of email/SMS campaigns

- Knowledge of fashion sizing and fit

Interested, or know someone who'd be a fit? Apply here or drop me a message.

📌 CRM Executive (Jaipur)
🏢 Rolewise
📍 Jaipur