Customer Retention Executive

Location: Lower Parel, Mumbai (Head Office)

Department: Customer Experience / Customer Retention

Experience: 2+ Years

Working Days: 6 Days a Week

Job Summary

We are looking for a customer-focused Customer Retention Executive to manage customer relationships, particularly with High Net Worth (HNI) and VIP customers. The role involves providing personalized service, driving customer retention and repeat purchases, resolving escalations, and coordinating with internal teams to ensure a seamless customer experience.

Key Responsibilities
Act as the single point of contact (SPOC) for HNI and VIP customers, providing personalized and high-quality service.
Proactively engage with customers to improve retention, repeat purchases, and customer loyalty.
Handle customer escalations with ownership, urgency, and a solution-oriented approach.
Coordinate with store teams, production, and logistics to track orders, alterations, and resolve customer concerns.
Analyse customer feedback to identify recurring issues and potential customer retention risks.
Collaborate with internal teams to improve processes and enhance the overall customer experience.
Maintain accurate records of customer interactions and ensure timely follow-ups.




Support the development and execution of customer retention strategies and initiatives.

Required Skills And Qualifications
Minimum 2 years of experience in customer retention or customer experience, preferably in the apparel or retail industry.
Experience handling HNI, VIP, or premium customers.
Excellent written and verbal communication skills.
Solid customer relationship management and problem-solving abilities.
High sense of ownership and accountability.
Ability to coordinate with cross-functional teams and drive issue resolution.
Proficiency in MS Office, including Excel, Word, and email.
Robust attention to detail and follow-through.

Key Competencies
Customer Retention and Loyalty
HNI/VIP Customer Relationship Management
Customer Experience Management
Escalation and Complaint Resolution
Cross-Functional Coordination
Customer Feedback Analysis
Communication and Interpersonal Skills
Follow-Up and Relationship Management

Interested candidates can apply with their updated resume. Skills: on-call support,queries resolution,stakeholder coordination,email support,customer retention,customer experience,customer relationship management,ms office,chat support,communication skills

📌 Customer Retention Executive Lower Parel, Mumbai (India)
🏢 One Story
📍 India