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
- Current 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-XXXXXXXXXX

Pay: ₹15,000.00 - ₹40,000.00 per month

Benefits:

- Cell phone reimbursement
- Provident Fund

Work Location: In person

📌 Customer Relationship Manager (India)
🏢 Jkj jewellers
📍 India