Position: Customer Relationship Manager (CRM)

Department: Customer Relationship Management
Industry: Jewellery Retail
Location: Chennai / Tamil Nadu
Reporting To: CRM Head / Store Manager

Job Purpose

To build and maintain strong relationships with customers, drive repeat business and referrals, ensure excellent customer experience, and maximize customer retention and lifetime value.

Key Responsibilities
- Manage and maintain customer relationships through regular calls, WhatsApp, SMS, and other communication channels.
- Follow up with existing customers for repeat purchases, upcoming occasions, offers, recent collections, and special events.
- Maintain and regularly update customer databases and CRM records.
- Generate leads through existing customer references, enquiries, walk-ins, and digital channels.
- Follow up on enquiries and convert potential customers into successful sales.
- Coordinate with the Sales Team to ensure timely and personalized customer follow-up.
- Handle customer feedback, complaints, and service-related concerns professionally.




- Track customer purchase history, preferences, birthdays, anniversaries, and important occasions.
- Plan and execute customer engagement activities and loyalty initiatives.
- Invite and coordinate with customers for showroom events, launches, special offers, and VIP customer programs.
- Monitor customer satisfaction and identify opportunities to improve the overall customer experience.
- Prepare daily/weekly CRM reports covering calls, follow-ups, leads, conversions, repeat customers, and pending enquiries.
- Maintain confidentiality and accuracy of customer information.
- Work closely with Sales, Marketing, Digital Marketing, and Store Operations teams to improve customer retention and revenue.

Required Skills
- Excellent communication and interpersonal skills
- Strong customer service orientation
- Good convincing and follow-up skills
- Relationship-building and networking abilities
- Good knowledge of MS Excel an

📌 Walk-in || Customer Relationship Manager (Chennai)
🏢 Challani Jewellery
📍 Chennai