Client Relationship Manager

Role Overview

The Client Relationship Manager position based in Siliguri is a full-time, on-site opportunity responsible for managing all aspects of client interactions and store relations. This role involves overseeing communications, order coordination, delivery management, and resolving any arising issues to ensure an outstanding client service experience.

Key Responsibilities

• Handle customer communications through platforms including WhatsApp, Instagram, website inquiries, emails, calls, as well as managing sizing questions, order updates, exchanges, styling assistance, and follow-up actions.
• Regularly liaise with stockists and retail stores about new collections, product availability, replenishment needs, size requirements, dispatch schedules, returns processing, customer requests, and outstanding concerns.
• Coordinate order placements with stores by confirming received store orders, verifying quantities and styles, collaborating with production and dispatch teams, and ensuring timely and accurate fulfillment.
• Monitor store inventory by checking sales velocity, identifying slow-moving items, assessing replenishment needs, and tracking missing sizes and stock status.
• Maintain detailed records of invoices, payment due dates, and outstanding balances, collaborating with accounts to follow up on payments from stores.
• Manage returns and stock reconciliation, including tracking returned merchandise, damaged items, exchanges, issuing credit notes, and balancing inventory records.
• Provide stores with updated collection information such as line sheets, price lists, product images, launch schedules, availability, delivery timelines, and relevant product details.
• Build and sustain professional relationships with store managers, buyers, and sales teams ensuring timely and organized communication.
• Maintain comprehensive sales reporting covering customer and store sales, pending orders, outstanding payments, returns, bestsellers, replenishments, and monthly performance analytics.
• Serve as the communication gateway between customers/stores and internal departments including production, accounts, logistics, e-commerce, and design teams.
• Collect feedback from customers and retailers regarding product fit, pricing, sizing, fabric quality, demand trends, and bestselling items for continuous improvement.
• Proactively follow up on new retail inquiries, potential stockist leads, exhibition contacts, and prospective customers who have shown interest but not yet committed to purchases.

Additional Information

This role demands coordinated communication across a wide network of customers, stores, and internal teams to maintain a smooth operational flow and high levels of customer satisfaction.