Role Overview

The CRM Manager will be responsible for managing customer relationships, driving repeat business, enhancing customer experience, and leading the CRM team to achieve sales and retention targets in a jewellery retail environment.

Key Responsibilities1. Customer Relationship Management
Build and maintain solid relationships with high-value and repeat customers
Ensure excellent pre-sales and post-sales customer experience
Handle escalations and resolve customer complaints effectively
CRM Strategy & Execution
Design and implement CRM strategies to increase customer retention and loyalty
Plan and execute campaigns (festivals, birthdays, anniversaries, etc.)
Drive customer engagement through calls, messages, and personalized services
Data Management & Analysis
Maintain and update customer database (purchase history, preferences, etc.)
Analyze customer data to identify trends and upselling prospects
Generate reports on customer retention, repeat sales, and campaign performance
Team Management
Lead and manage CRM team (CREs/Telecallers)




Set daily/weekly targets and monitor performance
Train team on customer handling, product knowledge, and communication skills
Sales Support
Work closely with sales team to convert leads into customers
Drive footfall through follow-ups and relationship building
Support VIP customer handling and exclusive previews
Technology & Systems
Manage CRM software and ensure proper usage by team
Improve processes through automation and system enhancements

Key Skills Required
Strong communication and interpersonal skills
Customer-centric mindset
Team handling and leadership ability
Data analysis and reporting skills
Knowledge of CRM tools/software
Sales orientation and target-driven approach
Experience in jewellery retail or luxury retail is highly preferred
Proven track record in customer retention and team management
Robust understanding of customer lifecycle a

📌 Crm Manager Dharampeth
🏢 Khandelwal Jewellers India
📍 Dharampeth