Client Engagement Specialist - Luxury Retail

Company Description KALKI is a premier luxury retail brand specializing in contemporary ethnic Indian fashion, wedding couture, and fusion-wear apparel. Founded in Mumbai in 2007, the brand reflects the city’s innovative and dynamic spirit, offering premium and exclusive collections throughout the fashion calendar. KALKI’s designs blend modern aesthetics with Indian heritage, drawing inspiration from nature, art, architecture, and traditional handloom crafts. The brand provides a distinctive fashion experience rooted in Indian culture while appealing to global, style-conscious customers.
Role Description
We are seeking an enthusiastic, results-driven, and highly articulate Luxury Client Engagement & Relationship Executive to join our team in Mumbai.
In this role, you won't just be making calls—you will act as the first point of luxury contact for our valued clientele. You will understand their style preferences, occasion timelines, and budgets, turning interest into exclusive in-store appointments or virtual styling sessions. You will serve as a vital link between high-intent clients, our retail store styling teams, and our online personal shopping division.
Key Responsibilities
Connect with existing customers, high-intent leads, exhibition visitors, and database profiles through personalized, high-touch conversations.
Understand client requirements for upcoming life events (weddings, festivals, parties) and recommend tailored solutions.
Re-engage past purchasers and maintain long-term relationships to foster repeat visits and brand loyalty.
Qualify potential shoppers and seamlessly guide them toward booking personalized consultations at Kalki Fashion retail stores.
Pre-brief store styling teams with client details, preferences, budgets, and occasion dates prior to their visit.
Track the complete customer journey: Lead Contact → Appointment → Store Visit → Sales Conversion.
Identify clients who are unable or unwilling to visit physical stores.
Coordinate smooth handovers to the Online Sales & Virtual Styling team for video consultations, WhatsApp assistance, and digital checkouts.
Ensure zero lead leakage during channel transitions.
Maintain meticulous data accuracy in the CRM, updating lead dispositions, follow-up notes, and appointment schedules.
Follow established SOPs and maintain swift Turnaround Times (TAT) for client follow-ups and internal coordination.
Provide accurate daily and weekly reports on appointments, footfalls, and generated sales.
Qualifications
Experience: 1–3 years of experience in telecalling, inside sales, client relationship management (CRM), luxury retail, personal shopping, or appointment booking.
Education: Bachelor’s degree in any discipline (Fashion, Business, Communication, or Retail Management is a plus).
Communication: Exceptional verbal and written communication skills in both English and Hindi.
Client Handling: Comfortable interacting with premium, high-net-worth (HNW), and bridal clientele.
Persuasion & Follow-up: Strong active listening, consultative selling skills, and disciplined follow-up practices without being intrusive.
Tech-Savvy: Proficient in using CRM software, MS Excel, Google Sheets, and messaging tools (WhatsApp Business).
Industry Preference: Prior experience in fashion retail, luxury apparel, ethnicwear, bridal, or high-end lifestyle products is strongly preferred.

Work arrangement
No