Key Accounts Manager

Area 1 Platinum Customer Management (Top Client Engagement)

You will own a named portfolio of our highest-value customers package holders and frequent buyers. Your job is to make them feel they have a personal relationship with Tumbledry, not just a store. • Manage a portfolio of Platinum customers know their garment preferences, order history, and complaint record

• Proactively call customers before seasonal peaks (pre-festive, post-monsoon) to offer wardrobe cleaning
• Complaint resolution of platinum customers within 4 hours
• Monthly relationship call
• Generate referrals from your Platinum base these customers know more people like them
• Send personalized messages on first order anniversaries and special occasions

Area 2 — New Customer Onboarding (1st Order to 2nd Order)

• Call every new customer within 24 hours of their first order being delivered — welcome them and ask about their experience
• For customers who have not placed a second order within 21 days — follow up with a personalized reason to return
• Follow up with any new customer who had a complaint on their first order
• Flag stores where new customer experience issues are repeatedly surfacing

What We’re Looking For Must Have

• Graduate from a recognized Hotel Management institute

• Excellent spoken communication in Hindi and English

• Comfortable making outbound calls

• Empathetic and solution-oriented when handling customer