Customer Relations Specialist
Location
Mumbai | India
Job description
Functional Title: Relationship Manager – Fragrance & Beauty
Position Location: Mumbai- Raghuvanshi Mills
Areas of Impact: Retail Sales, VM, Corporate Sales
Customer & Brand Experience :
- Continuous focus to execute Customer Experience strategies as defined by the brand, based on genuine relationship building.
- Regular sharing of shopfloor feedback, in an actionable format, to aid backend team with conceptualizing products, services, campaigns and content.
- Engage with customers to share brand philosophy while understanding them better. Adeptly manage or escalate any customer frictions In a timely and brand appropriate manner
- Ensure follow through of the set protocols and guidelines for effective direct client communication from retail end. Have a strong hold on customer data, updates and insights on their preferences, identify opportunities to connect with them and have a customer centric culture.
- Regular execution of visual merchandising standards that is consistent including ISBs, Collaterals are maintained as per brand standards and refreshed regularly in consultation with the VM/Stylists teams.
- Be responsible to execute the marketing activities to ensure on-brand implementation for customer experience, CRM initiatives and customer acquisition.
Business Responsibilities:
- Own and drive the business targets for brand-drive sales through engagement of customers, suggestive selling, and sharing product knowledge.
- Closely monitor stock availability to avoid lost opportunities.
- To share qualitative inputs about product gaps and loss of sales with backend team
Floor Operations & Team Responsibilities:
- Work closely with Shop Head on hygiene and visual merchandising on the floor and ensure consistent footfalls to the brand area
- Be a Team player and take more responsibilities for smooth and seamless functioning of the operations on floor
- Collaborate & maintain good rapport with backend business, marketing team as well as colleagues in the shop location
Desired Knowledge & Skills:
- Prior experience selling high-end fragrance
- Prior experience working for luxury brands
- Excellent Interpersonal and communication skills
Job tags
Salary
