Job Description

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
Strong attention to detail and record keeping
Analytical mindset, empathy, and a customer-first approach

Good to have