Customer Retention Executive- Lower Parel, Mumbai

One Story; Mumbai; On-site; INR 360,000 - 540,000; Full time

Job summary

One Story in Lower Parel, Mumbai (Head Office) is seeking a Customer Retention Executive to manage relationships with HNI and VIP clients, delivering personalized service and driving renewals. The role involves coordinating with store teams, production, and logistics to ensure smooth order handling and timely follow-ups.

You will own customer interactions, analyze feedback to spot retention risks, and contribute to strategies to enhance loyalty and repeat purchases.

Qualifications

• 2+ years in customer retention or customer experience, preferably in apparel or retail.
• 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.

Responsibilities

• Act as the SPOC for HNI and VIP customers, providing personalized and high-quality service.
• Proactively engage with customers to improve retention, repeat purchases, and loyalty.
• Handle escalations with ownership, urgency, and a solution-oriented approach.
• Coordinate with store teams, production, and logistics to track orders and resolve concerns.
• Analyze customer feedback to identify recurring issues and retention risks.
• Collaborate with internal teams to improve processes and customer experience.
• Maintain accurate records of customer interactions and timely follow-ups.
• Support the development and execution of retention strategies.

Skills

Customer retention

Communication

Cross-functional coordination

Problem solving

Ownership

Tools

MS Office

Job description

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

Skills: on-call support,queries resolution,stakeholder coordination,email support,customer retention,customer experience,customer relationship management,ms office,chat support,communication skills