TRENT
Website:
trentlimited.com
Job details:
Company Description
Zudio is a value fashion brand part of the Tata Group (Trent Ltd.), known for offering stylish, trend‑led apparel and accessories at highly affordable prices. With a strong focus on fast fashion, in‑house design, and mass accessibility, Zudio caters to young, budget‑conscious consumers across India. The brand has rapidly expanded its retail footprint, becoming one of the fastest‑growing fashion brands in the country.
Role Description
We are looking for a customer-first, detail-oriented person to manage customer interactions across email and social media, while driving Online Reputation Management (ORM) and customer insights. This role is critical in shaping brand perception and closing the loop between customer feedback and business action.
Key Responsibilities:
Customer Response Management (CRM):
- Manage and respond to customer queries, complaints, and feedback across email and social media platforms.
- Ensure timely, accurate, and brand-aligned responses across all interactions.
- Work on customer response management systems to track, resolve, and report issues.
- Coordinate with internal teams and agency partners to ensure effective issue resolution.
Online Reputation Management (ORM):
- Monitor and respond to customer reviews, ratings, and brand mentions across digital platforms.
- Track sentiment, identify recurring issues, and flag potential risks.
- Work with agency partners to improve brand ratings and overall online perception.
Voice of Customer (VoC) & Reporting:
- Analyze customer feedback across channels (emails, social, reviews, QR feedback).
- Create monthly VoC reports and support annual insights reporting.
- Identify key trends and share actionable insights with relevant stakeholders.
New Store Opening Support:
- Manage QR code dispatch and setup for capturing in-store customer feedback.
- Ensure smooth tracking and reporting of feedback from new stores.
Listings & Website Management:
- Manage and update store listings across online platforms and internal systems.
- Ensure accuracy of store information (location, timings, contact details).
- Handle customer-facing website updates including T&Cs, policies, and e-bill related changes.
In-store Experience:
Curate and manage music playlists for in-store radio in line with brand tonality.
Qualifications
- Bachelor’s degree in marketing, Communications, Business, or related field.
- 1–3 years of relevant experience (CRM, ORM, or customer experience).
- Strong analytical skills with ability to interpret data and generate insights.
- Proficient in Microsoft Office (Excel, Word, PowerPoint).
- Excellent written and verbal communication skills.
- Adaptable and comfortable in a fast-paced environment.
- Familiarity with customer response management, social listening, and listings management tools (e.g., platforms like Konnect Insights, Sprinklr, Hootsuite, Locowiz or similar) is a plus.
- Prior experience in a contact centre (email/chat process) is an added advantage.
Click on Apply to know more.