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Customer Relationship Manager
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#726229
Remote / WFH
JKJ JEWELLERS
Job Description
Job Description (JD)Customer Relationship Manager (CRM) – Jewellery & Luxury Retail
Department: Customer Relationship Management (CRM)
Designation: Customer Relationship Manager (CRM)
Industry: Jewellery & Luxury Retail
Reporting To: Showroom Manager / Retail Operations Head / Business Head
Employment Type: Full-Time
Job Summary
The Customer Relationship Manager (CRM) is responsible for delivering an exceptional luxury customer experience by building long-term relationships with customers before, during, and after every purchase. The role focuses on customer retention, repeat business, referrals, loyalty program management, complaint resolution, customer engagement, and database management while supporting showroom sales growth.
Key Responsibilities1. Customer Relationship Management
Welcome customers with warmth, professionalism, and personalized attention.
Build long-term relationships with existing and new customers.
Understand customer preferences, budgets, and purchase occasions.
Ensure every customer receives a premium luxury shopping experience.
2. Customer Database Management
Maintain an accurate CRM database with:
Customer Name
Mobile Number
Email ID
Address
Date of Birth
Anniversary
Wedding Date
Family Details
Preferred Jewellery Category
Metal Preference (Gold/Diamond/Platinum/Silver)
Budget Range
Purchase History
Visit History
Wish List
Referral Details
3. Customer Follow-up
Follow up with every showroom visitor within 24–48 hours.
Contact customers who did not make a purchase.
Follow up on quotations and booked jewellery.
Inform customers about order status and delivery timelines.
Follow up after delivery to ensure customer satisfaction.
4. Customer Retention
Identify inactive customers and reconnect with them.
Encourage repeat purchases.
Maintain relationships with high-value (VIP) customers.
Develop personalized engagement plans for premium clients.
5. Luxury Customer Experience
Ensure every customer receives premium hospitality.
Coordinate refreshments for VIP customers.
Arrange private appointments.
Maintain confidentiality and professionalism.
Provide personalized shopping assistance.
6. Loyalty Program Management
Enroll customers in jewellery savings and loyalty schemes.
Explain scheme benefits.
Track monthly installments.
Remind customers about due payments.
Promote loyalty rewards and exclusive benefits.
7. Festival & Occasion Marketing
Contact customers for:
Akshaya Tritiya
Dhanteras
Diwali
Karva Chauth
Raksha Bandhan
Wedding Season
Anniversary
Birthday
Mother's Day
Valentine's Day
New Collection Launches
Exclusive Store Events
8. Customer Communication
Communicate through:
Phone Calls
WhatsApp Business
SMS
Email
Video Calling (Premium Clients)
9. Complaint Resolution
Register customer complaints.
Coordinate with repair, polishing, alteration, QC, and sales teams.
Ensure timely resolution.
Keep customers informed throughout the process.
Record complaint closure and feedback.
10. Google Reviews & Referrals
Encourage satisfied customers to leave Google reviews.
Collect video testimonials where appropriate.
Generate referrals through happy customers.
Maintain customer success stories.
11. Event Management
Coordinate invitations and confirmations for:
Jewellery Exhibitions
New Collection Launches
Bridal Shows
Exclusive VIP Events
Customer Appreciation Programs
Store Anniversary Celebrations
12. Coordination
Work closely with:
Sales Team
Billing Team
Inventory Team
Marketing Department
Digital Marketing Team
Accounts
Workshop / Karigar Team
Delivery Team
Store Manager
Daily Responsibilities
Contact 40–60 customers daily.
Follow up on pending enquiries.
Update CRM software after every interaction.
Send birthday and anniversary wishes.
Respond to WhatsApp and phone enquiries.
Schedule customer appointments.
Collect customer feedback.
Resolve pending complaints.
Share Daily Activity Report (DAR).
Weekly Responsibilities
Repeat customer report.
VIP customer report.
Lost customer analysis.
Customer complaint report.
Google review report.
Loyalty scheme report.
Referral report.
Monthly Responsibilities
Customer retention report.
Repeat purchase percentage.
Customer satisfaction (CSAT) report.
Referral conversion report.
High-value customer report.
CRM database audit.
Customer engagement performance report.
Required SkillsTechnical Skills
CRM Software
Microsoft Excel
Google Sheets
MS Office
WhatsApp Business
Email Communication
POS/Billing Software
Basic Data Analysis
Soft Skills
Excellent Communication
Luxury Customer Service
Relationship Building
Customer Handling
Sales Coordination
Problem Solving
Negotiation
Active Listening
Grooming & Etiquette
Time Management
Educational Qualification
Graduate (Any Stream)
MBA/PGDM (Preferred)
Experience
2–5 years in Jewellery Retail, Luxury Retail, Premium Hospitality, High-End Fashion, or Luxury Customer Service.
Experience in customer relationship management and premium client handling is preferred.
Key Result Areas (KRAs)
Deliver an exceptional luxury customer experience.
Increase repeat purchases and customer retention.
Improve customer satisfaction and loyalty.
Generate referrals and positive Google reviews.
Maintain a complete and accurate CRM database.
Ensure timely follow-up and complaint resolution.
Increase customer participation in jewellery schemes and loyalty programs.
Support showroom sales through proactive customer engagement.
Key Performance Indicators (KPIs)KPIWeightageCustomer Satisfaction (CSAT)20%Repeat Purchase Rate15%Customer Retention15%Customer Follow-up Completion10%Google Reviews & Customer Feedback10%Referral Generation10%Loyalty Scheme Enrolments10%Complaint Resolution (TAT)5%CRM Data Accuracy3%Daily/Weekly Reporting Compliance2%Performance Standards
Customer Follow-up: 100% within 24–48 hours.
Complaint Resolution: As per defined TAT.
CRM Data Accuracy: ≥98%.
Customer Satisfaction (CSAT): ≥90%.
Google Review Collection: Target as assigned monthly.
Repeat Customer Ratio: Improve month-on-month.
Referral Conversion: Achieve monthly targets set by management.
Ideal Candidate Profile
The ideal CRM for a jewellery and luxury retail showroom is a polished, customer-centric professional with outstanding communication skills, strong attention to detail, and a passion for delivering memorable experiences. They should be capable of nurturing long-term relationships, converting enquiries into loyal customers, supporting sales growth, and representing the brand with the highest standards of professionalism and hospitality.
FOR CONTACT PLEASE SHARE YOUR CV AT +91-9636387303
Pay: ₹15,000.00 - ₹40,000.00 per month
Benefits:
Cell phone reimbursement
Provident Fund
Work Location: In person
Department: Customer Relationship Management (CRM)
Designation: Customer Relationship Manager (CRM)
Industry: Jewellery & Luxury Retail
Reporting To: Showroom Manager / Retail Operations Head / Business Head
Employment Type: Full-Time
Job Summary
The Customer Relationship Manager (CRM) is responsible for delivering an exceptional luxury customer experience by building long-term relationships with customers before, during, and after every purchase. The role focuses on customer retention, repeat business, referrals, loyalty program management, complaint resolution, customer engagement, and database management while supporting showroom sales growth.
Key Responsibilities1. Customer Relationship Management
Welcome customers with warmth, professionalism, and personalized attention.
Build long-term relationships with existing and new customers.
Understand customer preferences, budgets, and purchase occasions.
Ensure every customer receives a premium luxury shopping experience.
2. Customer Database Management
Maintain an accurate CRM database with:
Customer Name
Mobile Number
Email ID
Address
Date of Birth
Anniversary
Wedding Date
Family Details
Preferred Jewellery Category
Metal Preference (Gold/Diamond/Platinum/Silver)
Budget Range
Purchase History
Visit History
Wish List
Referral Details
3. Customer Follow-up
Follow up with every showroom visitor within 24–48 hours.
Contact customers who did not make a purchase.
Follow up on quotations and booked jewellery.
Inform customers about order status and delivery timelines.
Follow up after delivery to ensure customer satisfaction.
4. Customer Retention
Identify inactive customers and reconnect with them.
Encourage repeat purchases.
Maintain relationships with high-value (VIP) customers.
Develop personalized engagement plans for premium clients.
5. Luxury Customer Experience
Ensure every customer receives premium hospitality.
Coordinate refreshments for VIP customers.
Arrange private appointments.
Maintain confidentiality and professionalism.
Provide personalized shopping assistance.
6. Loyalty Program Management
Enroll customers in jewellery savings and loyalty schemes.
Explain scheme benefits.
Track monthly installments.
Remind customers about due payments.
Promote loyalty rewards and exclusive benefits.
7. Festival & Occasion Marketing
Contact customers for:
Akshaya Tritiya
Dhanteras
Diwali
Karva Chauth
Raksha Bandhan
Wedding Season
Anniversary
Birthday
Mother's Day
Valentine's Day
New Collection Launches
Exclusive Store Events
8. Customer Communication
Communicate through:
Phone Calls
WhatsApp Business
SMS
Video Calling (Premium Clients)
9. Complaint Resolution
Register customer complaints.
Coordinate with repair, polishing, alteration, QC, and sales teams.
Ensure timely resolution.
Keep customers informed throughout the process.
Record complaint closure and feedback.
10. Google Reviews & Referrals
Encourage satisfied customers to leave Google reviews.
Collect video testimonials where appropriate.
Generate referrals through happy customers.
Maintain customer success stories.
11. Event Management
Coordinate invitations and confirmations for:
Jewellery Exhibitions
New Collection Launches
Bridal Shows
Exclusive VIP Events
Customer Appreciation Programs
Store Anniversary Celebrations
12. Coordination
Work closely with:
Sales Team
Billing Team
Inventory Team
Marketing Department
Digital Marketing Team
Accounts
Workshop / Karigar Team
Delivery Team
Store Manager
Daily Responsibilities
Contact 40–60 customers daily.
Follow up on pending enquiries.
Update CRM software after every interaction.
Send birthday and anniversary wishes.
Respond to WhatsApp and phone enquiries.
Schedule customer appointments.
Collect customer feedback.
Resolve pending complaints.
Share Daily Activity Report (DAR).
Weekly Responsibilities
Repeat customer report.
VIP customer report.
Lost customer analysis.
Customer complaint report.
Google review report.
Loyalty scheme report.
Referral report.
Monthly Responsibilities
Customer retention report.
Repeat purchase percentage.
Customer satisfaction (CSAT) report.
Referral conversion report.
High-value customer report.
CRM database audit.
Customer engagement performance report.
Required SkillsTechnical Skills
CRM Software
Microsoft Excel
Google Sheets
MS Office
WhatsApp Business
Email Communication
POS/Billing Software
Basic Data Analysis
Soft Skills
Excellent Communication
Luxury Customer Service
Relationship Building
Customer Handling
Sales Coordination
Problem Solving
Negotiation
Active Listening
Grooming & Etiquette
Time Management
Educational Qualification
Graduate (Any Stream)
MBA/PGDM (Preferred)
Experience
2–5 years in Jewellery Retail, Luxury Retail, Premium Hospitality, High-End Fashion, or Luxury Customer Service.
Experience in customer relationship management and premium client handling is preferred.
Key Result Areas (KRAs)
Deliver an exceptional luxury customer experience.
Increase repeat purchases and customer retention.
Improve customer satisfaction and loyalty.
Generate referrals and positive Google reviews.
Maintain a complete and accurate CRM database.
Ensure timely follow-up and complaint resolution.
Increase customer participation in jewellery schemes and loyalty programs.
Support showroom sales through proactive customer engagement.
Key Performance Indicators (KPIs)KPIWeightageCustomer Satisfaction (CSAT)20%Repeat Purchase Rate15%Customer Retention15%Customer Follow-up Completion10%Google Reviews & Customer Feedback10%Referral Generation10%Loyalty Scheme Enrolments10%Complaint Resolution (TAT)5%CRM Data Accuracy3%Daily/Weekly Reporting Compliance2%Performance Standards
Customer Follow-up: 100% within 24–48 hours.
Complaint Resolution: As per defined TAT.
CRM Data Accuracy: ≥98%.
Customer Satisfaction (CSAT): ≥90%.
Google Review Collection: Target as assigned monthly.
Repeat Customer Ratio: Improve month-on-month.
Referral Conversion: Achieve monthly targets set by management.
Ideal Candidate Profile
The ideal CRM for a jewellery and luxury retail showroom is a polished, customer-centric professional with outstanding communication skills, strong attention to detail, and a passion for delivering memorable experiences. They should be capable of nurturing long-term relationships, converting enquiries into loyal customers, supporting sales growth, and representing the brand with the highest standards of professionalism and hospitality.
FOR CONTACT PLEASE SHARE YOUR CV AT +91-9636387303
Pay: ₹15,000.00 - ₹40,000.00 per month
Benefits:
Cell phone reimbursement
Provident Fund
Work Location: In person
