Company Overview

Reliance Retail, India's largest and most profitable retailer, offers an omni-channel experience across diverse sectors such as Consumer Electronics, Fashion & Lifestyle, and Grocery. Since its inception in 2006, Reliance Retail has been committed to innovation, superior products, and unmatched customer service. With an expansive network of 15,000+ stores and digital platforms, Reliance Retail serves over 193 million loyal customers nationwide, establishing itself as the partner of choice for leading brands.

Job Overview

The Customer Relationship Management (CRM) Executive at Reliance Retail will focus on enhancing the customer experience and fortifying customer relationships. This full-time role based in Mumbai, Maharashtra, calls for individuals with strong CRM strategy skills, customer service acumen, and experience in customer support and product delivery.

Qualifications and Skills

• Extensive knowledge and strategic proficiency in CRM Strategy (Mandatory skill).
• Strong ability to deliver excellent customer service that enhances satisfaction and loyalty through proactive engagement.
• Experience in crafting and elevating customer experiences across various platforms and touchpoints.
• Demonstrated expertise in customer support, adept at handling inquiries and facilitating resolutions seamlessly.
• Competence in product delivery processes, ensuring customer needs are met promptly and accurately.
• Ability to efficiently resolve customer complaints by investigating issues and implementing effective solutions.
• Strong communication skills to manage customer interactions and deliver clear, concise information.
• Proficient in using CRM tools and technologies to track, analyze, and optimize customer interactions and data.

Roles and Responsibilities

• Develop and implement CRM strategies that align with business objectives and enhance customer satisfaction and loyalty.
• Manage customer relationships by providing exceptional service and resolving any queries or issues they may encounter.
• Monitor customer feedback and work with cross-functional teams to drive improvements in products and service delivery.
• Collaborate with marketing teams to create targeted campaigns that increase engagement and retention rates.
• Analyze customer data to gain insights and make informed decisions that enhance the customer relationship management process.
• Coordinate with the sales and product teams to ensure customer needs are at the forefront of business operations.
• Train and mentor team members on best CRM practices to ensure a consistent customer-centric approach across all levels.
• Regularly report on CRM activities, insights, and outcomes to senior management to assist in strategic planning.