Customer Relationship Officer (CRO)

The Customer Relationship Officer (CRO) at Isabella Salon Company plays a vital role in managing and enhancing customer relationships, ensuring high levels of satisfaction and loyalty. This position is responsible for handling client interactions, resolving concerns, promoting services, and ensuring an exceptional salon experience.

Job Title: Customer Relationship Officer

Department: Customer Service / Sales Support

Location: [Branch Location]

Reports To: Branch Manager / CRM Manager

Job Summary:

Key Responsibilities:

Customer Engagement:
- Greet clients warmly and ensure a welcoming atmosphere.
- Maintain ongoing communication with clients through phone calls, emails, and in-person visits.
- Understand client preferences and maintain detailed customer profiles.
Relationship Management:
- Build long-term relationships with customers to promote repeat business and referrals.
- Follow up with clients after services to ensure satisfaction and encourage feedback.
- Maintain a CRM database with up-to-date customer information.
Service Promotion:
- Inform clients about new products, services, and promotional offers.
- Upsell and cross-sell salon services and packages to increase revenue.
- Recommend personalized services based on customer needs and trends.
Issue Resolution:
- Address client concerns and complaints professionally and promptly.
- Coordinate with salon staff to resolve service-related issues.
- Escalate unresolved issues to the manager when necessary.
Appointment Coordination:
- Assist customers with booking, rescheduling, or canceling appointments.
- Send reminders to clients about upcoming appointments or special events.
- Ensure timely and efficient appointment flow in coordination with front desk and stylists.
Customer Feedback & Insights:
- Collect customer feedback through surveys or direct conversations.
- Provide regular reports and insights to the management for service improvement.
- Suggest customer-centric improvements to enhance service quality.
Loyalty Program Management:
- Enroll customers in loyalty or membership programs.
- Monitor and inform customers of their rewards or points status.
- Help organize exclusive member events or offers.

Skills & Qualifications:

Bachelor's degree in Business, Hospitality, or related field.
1–3 years of experience in customer service or relationship management (salon/spa industry preferred).
Strong communication and interpersonal skills.
Excellent problem-solving abilities and a customer-first mindset.
Familiarity with CRM systems and basic MS Office tools.
Professional appearance and a pleasant demeanor.