About the Role

Renaissance Jewel is looking for a Luxury Client Experience Manager to deliver a white-glove concierge experience to our most valued customers. This role is responsible for managing the complete customer journey for VIP clients, ensuring every interaction reflects the standards of a luxury brand.

The successful candidate will act as a single point of contact from consultation through production, delivery, after-sales support, and future purchases while building long-term customer relationships and driving repeat business.

Key Responsibilities
VIP Relationship Management

- Manage all communication with assigned VIP customers.
- Build and maintain long-term customer relationships.
- Understand customer preferences and maintain detailed CRM records.
- Respond promptly to enquiries via WhatsApp, email, and phone.
- Schedule consultation calls.
- Conduct quarterly relationship check-ins.
- Send milestone and anniversary greetings.
- Identify future purchasing opportunities.

Luxury Sales Advisory

- Understand customer requirements.
- Recommend suitable diamonds and jewelry.
- Explain the Four Cs.
- Guide customers through custom jewelry projects.
- Assist with design decisions.
- Present premium upgrades.
- Upsell complementary products.
- Close sales opportunities.

Concierge Order Management

- Confirm customer specifications.
- Coordinate CAD approvals.
- Track production progress.
- Coordinate gemstone sourcing.
- Provide proactive progress updates.
- Arrange shipping and confirm delivery.
- Ensure post-delivery customer satisfaction.

Customer Advocacy

- Represent VIP customers internally.
- Coordinate with Production, CAD, Logistics, Quality Control, Customer Support, and Finance.
- Ensure customer commitments are fulfilled.

After-Sales Excellence

- Manage ring resizing, repairs, warranty requests, exchanges, upgrade programs, insurance documentation, and jewelry care education.
- Follow every customer case through to completion.

Customer Retention

- Drive repeat business through personalized engagement.
- Recommend jewelry for anniversaries, birthdays, weddings, holiday gifting, family jewelry, matching sets, and other milestone occasions.

Referral Development





- Generate referrals from existing customers, friends, family, wedding planners, and corporate executives.

CRM Management

- Maintain complete and accurate CRM records, including:
- Customer preferences
- Ring sizes
- Diamond preferences
- Metal preferences
- Special dates
- Purchase history
- Future opportunities
- Family details (where voluntarily shared)

Luxury Brand Experience

- Deliver a consistent luxury customer experience through:
- Personalized communication
- Handwritten notes
- Gift recommendations
- Post-delivery follow-ups
- Concierge-level responsiveness
- Immediate ownership of customer concerns

Key Result Areas (KRAs)

- Customer Satisfaction (CSAT): ≥95%
- Net Promoter Score (NPS): ≥80
- First Response Time: <15 minutes during business hours
- Repeat Purchase Rate: ≥30% annually
- Customer Retention: ≥95%
- Referral Generation: Minimum 5 qualified referrals per month
- VIP Revenue Growth: +20% YoY within assigned portfolio
- Upsell/Cross-sell Conversion: ≥20%
- CRM Accuracy: 100%
- Production Update Compliance: 100% proactive updates
- Escalations Resolved Without Management: ≥90%
- Order Follow-up Completion: 100%
- Review Collection: ≥40% of delivered VIP orders
- Warranty Case Resolution: Within SLA
- Portfolio Health Score: ≥95%

Monthly KPIs
Revenue

- Revenue from assigned clients
- Repeat purchase revenue
- Upsell revenue
- Cross-sell revenue

Service

- Average response time
- Average resolution time
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)

Relationship

- Number of proactive customer calls
- Number of relationship check-ins
- Number of birthday and anniversary outreaches
- Number of referrals generated

Operational

- CRM completion rate
- Missed follow-ups
- Open customer cases
- Escalation rate

Required Experience & Skills
Experience





- 4–8 years of experience in luxury retail, jewelry, hospitality, concierge, or premium customer experience.

Skills

- Excellent spoken and written English.
- Solid verbal presentation skills.
- Exceptional interpersonal skills.
- Experience managing HNI and UHNI clients.
- Proficiency in CRM platforms such as HubSpot, Salesforce, Pipedrive, or similar.
- Experience handling WhatsApp Business, email, and phone interactions.
- High attention to detail.
- Strong organizational and follow-up skills.

Preferred Qualifications

- Diamond and gemstone knowledge.
- GIA or equivalent jewelry education.
- Experience with Shopify.
- Experience in D2C luxury brands.
- Understanding of luxury buying psychology.

Ideal Candidate

Profile Requirement

Experience - 4–8 years

Industry - Luxury retail, jewelry, hospitality, luxury resale

English - Excellent spoken and written

Accent - Neutral, internationally understandable

CRM - HubSpot, Salesforce, Pipedrive, or similar

Sales - Consultative selling with high-value transactions

Clientele - HNI/UHNI customers

Personality - Patient, polished, proactive, detail-oriented

Pay: ₹70,000.00 - ₹100,000.00 per month

Benefits:

- Paid time off
- Work from home

Application Question(s):

- How many years of experience do you have in luxury retail, jewelry, hospitality, concierge, or premium customer experience?
- Have you managed relationships with High-Net-Worth Individuals (HNI) or Ultra-High-Net-Worth Individuals (UHNI)?
- Which CRM platforms have you used?
- Have you handled customer communication through WhatsApp Business, email, and phone?
- Do you have experience managing the complete customer journey, from consultation to after-sales support?
- How comfortable are you explaining premium or luxury products to customers and making personalized recommendations?
- How would you rate your spoken and written English?
- What is your current monthly CTC (₹)?
- What are your salary expectations (₹ per month)?
- Do you have any experience with diamond or gemstone products?
- Do you hold any jewelry-related certification such as GIA or an equivalent qualification?

Work Location: Remote

📌 Luxury Client Experience Manager (VIP & Private Client Services) (India)
🏢 Renaissance Jewel
📍 India