Job Description: CRM Executive – Retail Backend

Department: Online and Offline

Location: Jaipur, Rajasthan

Employment Type: Full-time, Work from Office

Experience: 1–3 years preferred

Job Summary

Kicky & Perky is looking for a customer-focused and detail-oriented CRM Executive to manage customer relationships, maintain customer databases, support retail stores, and drive customer engagement and retention. The role involves coordinating with store teams, managing customer queries and feedback, executing follow-up campaigns, and ensuring a consistent and premium customer experience across all retail touchpoints.

Key Responsibilities

- 1. Customer Database Management

- Maintain and regularly update the customer database, including contact details, purchase history, preferences, and customer interactions.
- Ensure accurate customer data entry and proper documentation of customer records.
- Maintain customer confidentiality and ensure responsible handling of customer information.

- 2. Customer Engagement & Retention

- Conduct post-purchase follow-ups to collect feedback and assess customer satisfaction.
- Manage birthday, anniversary, festive, and special-occasion communication campaigns.
- Drive repeat purchases through personalised communication, product recommendations, and customer re-engagement initiatives.
- Support customer loyalty and retention programmes.

- 3. Customer Query & Complaint Management

- Handle customer queries received through phone calls, WhatsApp, email, and other approved communication channels.
- Coordinate with retail stores and relevant departments to resolve complaints, exchange-related queries, product concerns, and service requests.
- Track customer complaints and ensure timely resolution within defined turnaround times.




- Maintain a record of customer feedback and escalate unresolved or critical issues to the concerned manager.

- 4. Retail Store Coordination

- Coordinate with store managers and sales executives to collect customer information and ensure timely follow-ups.
- Support stores in converting customer enquiries into sales through structured follow-up activities.
- Maintain records of walk-in enquiries, missed sales opportunities, and prospective customers.
- Share customer insights, preferences, and feedback with retail and merchandising teams.

- 5. CRM Campaign Execution

- Execute customer communication campaigns for new launches, festive offers, promotions, and special collections.
- Assist in customer segmentation based on purchase history, location, preferences, and buying behaviour.
- Support WhatsApp, SMS, email, and calling campaigns in accordance with company-approved communication practices.
- Track campaign responses, customer engagement, and sales conversions.

- 6. Reporting & Performance Monitoring

- Prepare daily, weekly, and monthly CRM reports.
- Track customer follow-ups, repeat purchases, complaint resolution, enquiry conversion, and campaign performance.
- Monitor inactive customers and identify opportunities for re-engagement.
- Maintain CRM dashboards and share actionable insights with the reporting manager.

Key Performance Indicators (KPIs)

- Customer database accuracy and completeness.




- Customer follow-up completion rate.
- Customer query and complaint resolution turnaround time.
- Customer satisfaction and feedback scores.
- Repeat purchase and customer retention rate.
- Enquiry-to-sale conversion rate.
- CRM campaign engagement and conversion.
- Timely submission of CRM reports.

Required Skills & Qualifications

- Graduate in any discipline; a degree in Business Administration, Marketing, or a related field is preferred.
- 1–3 years of experience in CRM, customer service, retail operations, or customer relationship management preferred.
- Good verbal and written communication skills.
- Working knowledge of MS Excel, Google Sheets, CRM software, and WhatsApp Business.
- Strong follow-up, coordination, and problem-solving skills.
- Good attention to detail and ability to maintain accurate records.
- Customer-centric approach with a professional and service-oriented attitude.
- Ability to manage multiple tasks and coordinate with different retail store teams.

Preferred Candidate Profile

- Experience in jewellery, fashion, lifestyle, luxury retail, or D2C brands will be an advantage.
- Familiarity with customer databases, loyalty programmes, and customer engagement campaigns.
- Comfortable working with customer data, reports, and sales follow-up trackers.
- Proactive, organised, and accountable, with a strong focus on customer satisfaction and repeat business.

Reporting Structure

- Reports To: Retail Operations Manager / CRM Manager / Head of Retail & Ecommerce
- Key Internal Stakeholders: Store Managers, Sales Executives, Retail Operations, Marketing, E-commerce, and Finance teams.

Work Schedule

Full time, work from office, as per company policy.

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