Customer Experience Executive

Key Responsibilities

Lead Outreach & Engagement

• Make outbound calls to qualified and curated customer leads
• Introduce customers to the Broadway store concept and the Personal Shopper experience
• Understand customer needs, preferences, and intent (fashion, beauty, wellness, lifestyle)
• Build rapport and create excitement around an in-store curated experience

Appointment & Visit Coordination

• Schedule and confirm store visits and Personal Shopper appointments
• Coordinate with store teams / Personal Shoppers to ensure smooth handover
• Follow up with customers prior to visits for confirmations and reminders

Customer Experience & Follow-ups

• Capture key customer insights during calls and update CRM / trackers
• Conduct post-visit follow-ups to gather feedback and maintain relationships
• Re-engage dormant or past customers for new launches, events, or experiences

Data & Reporting

• Maintain accurate call logs, lead status, and appointment outcomes
• Share daily/weekly reports on:
  • Calls made
  • Appointments booked
  • Store visits completed
  • Conversion insights & customer feedback

Who We’re Looking For

Must-Have Skills

• 1–3 years of experience in telecalling, inside sales, customer engagement, or retail support
• Strong verbal communication skills in English + Hindi (regional language is a plus)
• Comfort with outbound calling and follow-ups
• Ability to explain concepts confidently and persuasively

Good to Have

• Experience in retail, fashion, beauty, wellness, hospitality, or lifestyle brands
• Familiarity with CRM tools or lead management systems
• Customer-first mindset with an eye for detail and experience