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 current 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
- 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.