Job Description - CRM (Retail)
Location: Delhi (Dwarka)
Industry: Retail
Experience: 25 years
Salary Range: Up to 4 LPA
About the Role-
We are looking for a CRM Retail to manage and enhance customer experience across our retail stores at Meena Bazaar. The role focuses on handling customer interactions, resolving escalations, coordinating with internal teams, and improving CRM processes to ensure high customer satisfaction. The ideal candidate should be customer-centric, process-driven, and experienced in handling retail CRM operations at a senior level.
Key Responsibilities-
- Manage and oversee customer queries and complaints related to retail stores via phone, email, and other communication channels.
- Handle escalated customer issues with professionalism and timely resolution.
- Coordinate with store teams, warehouse, logistics, and operations for quick and effective issue closure.
- Ensure accurate recording and updating of customer interactions in CRM systems.
- Track customer feedback, complaints, and recurring issues to identify improvement areas.
- Support smooth handling of returns, exchanges, billing issues, and delivery-related concerns for retail customers.
- Monitor CRM reports and share insights with management for service improvement.
- Assist in defining and improving CRM SOPs and customer service processes.
- Act as a bridge between customers and internal teams to maintain a consistent customer experience across stores.
- Mentor or guide junior CRM/support team members when required.
Skills & Qualifications-
- 25 years of experience in Retail CRM / Customer Support, preferably in fashion or lifestyle retail.
- Strong verbal and written communication skills.
- Experience in handling customer escalations and complex cases.
- Good understanding of retail operations, store processes, billing, and customer service workflows.
- Proficiency in CRM tools and MS Excel.
- Strong analytical and problem-solving skills.
- Organized, detail-oriented, and able to work in a fast-paced retail environment.
- Customer-first mindset with a proactive approach.
How to Apply
Interested candidates can share their updated resume at [Confidential Information]
