Company Overview

Reliance Retail, founded in 2006, is India's largest and most profitable retailer with an expansive omni-channel presence. The company delivers an outstanding value proposition through superior quality products and an unmatched shopping experience. Serving over 193 million loyal customers, Reliance Retail spans across Consumer Electronics, Fashion, Grocery, Pharma, and Connectivity, with a network of 15,000+ stores reaching 7,000+ cities. Offering comprehensive digital and store-based platforms, Reliance Retail is headquartered in Mumbai, Maharashtra. Visit our website.

Job Overview

We are seeking a dedicated and experienced Customer Relationship Manager (CRM) to join our team in Hyderabad. This full-time position requires a passion for enriching customer experiences and an ability to maintain long-lasting client relationships. The ideal candidate will be proficient in Salesforce, able to analyze customer data, and enhance the customer journey through effective communication and marketing strategies.

Qualifications and Skills

• Mandatory Education - Graduation completion certificate
• Proficiency in Salesforce to manage and optimize all CRM functions effectively, tailoring solutions to customer needs.
• Ability to map customer journeys to enhance engagement and foster customer loyalty through strategic insights.
• Strong communication skills to articulate customer needs and align them with business objectives clearly and concisely.
• Expertise in data analysis to interpret customer data and derive actionable insights that drive retention and sales.
• Experience with email marketing tools to design and implement successful campaigns that resonate with customer preferences.
• Effective conflict resolution skills to address and resolve customer issues promptly, ensuring satisfaction and trust.
• In-depth knowledge of retail sales practices and principles to increase sales opportunities and customer engagement.
• Must have the ability to work collaboratively within cross-functional teams, maintaining synergy between all customer-facing operations.

Roles and Responsibilities

• Develop and maintain strong, long-lasting client relationships by understanding and anticipating customer needs.
• Implement strategies using Salesforce to track, analyze, and report on customer engagement activities and outcomes.
• Coordinate and lead efforts to improve the entire customer lifecycle, focusing on retention and acquisition initiatives.
• Collaborate with marketing teams to tailor successful campaigns that engage and attract key customer segments.
• Regularly analyze customer feedback and data to identify trends and draw insights for decision-making and strategy improvement.
• Resolve customer complaints swiftly, ensuring customer satisfaction and sustaining positive public relations.
• Conduct regular reviews of CRM processes and implement improvements to optimize efficiency and customer experience.
• Stay updated with the latest industry trends and customer relationship management practices to drive continual improvement.