Customer Retention Executive- Lower Parel, Mumbai in Bombay, भारत

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.

• Strong 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.

• Strong 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.