CRM Roles & Responsibilities

Job Role

We are looking for a customer-focused and organized CRM Executive / CRM Manager to manage customer relationships, improve customer satisfaction, generate repeat business, and maintain accurate customer records.

Key Responsibilities

- Manage and maintain customer databases and CRM records.
- Handle customer enquiries, requests, feedback, and complaints professionally.
- Follow up with customers through phone calls, WhatsApp, email, and other communication channels.
- Maintain regular communication with existing and potential customers.
- Generate leads and ensure timely follow-up until conversion.
- Coordinate with the sales team to track customer enquiries and sales opportunities.
- Develop customer retention and repeat-purchase strategies.
- Manage customer birthday, anniversary, festival, and special-event communications.
- Inform customers about new collections, offers, promotions, events, and special products.
- Maintain accurate records of customer interactions, preferences, purchase history, and follow-ups.
- Segment customers based on purchase behaviour, preferences, and value.
- Conduct customer satisfaction calls and collect feedback.
- Resolve customer complaints and coordinate with relevant departments for quick resolution.
- Track pending customer enquiries and ensure timely closure.
- Prepare daily, weekly, and monthly CRM reports for management.
- Monitor customer retention, repeat purchases, leads, conversions, and follow-up performance.
- Coordinate with the Marketing, Sales, and Showroom teams to improve customer engagement.
- Maintain customer confidentiality and ensure proper handling of customer information.
- Identify opportunities for cross-selling and up-selling based on customer requirements.
- Support loyalty programs, referral programs, customer events, and promotional campaigns.

Key Performance Indicators (KPIs)

- Customer follow-up and response rate
- Lead conversion rate
- Customer retention rate
- Repeat purchase rate
- Customer satisfaction




- Complaint resolution time
- Customer database accuracy
- Revenue generated through CRM activities
- Cross-selling and up-selling performance
- Achievement of monthly CRM targets

Required Skills

- Excellent communication and interpersonal skills
- Customer service and relationship management skills
- Good follow-up and convincing ability
- Knowledge of CRM software and MS Office
- Strong organizational and coordination skills
- Problem-solving and complaint-handling ability
- Sales-oriented approach
- Good telephone and WhatsApp communication skills

Marketing Manager Jewellery Industry

Roles & Responsibilities

- Develop and implement marketing strategies and annual marketing plans to achieve revenue, brand awareness, customer acquisition, and business growth objectives.
- Plan and execute marketing campaigns for gold, diamond, platinum, silver, and bridal jewellery.
- Develop promotional strategies for key occasions such as Akshaya Tritiya, Dhanteras, Diwali, wedding season, festivals, anniversaries, and recent collection launches.
- Manage 360 marketing campaigns across digital, social media, print, outdoor, radio, events, exhibitions, and in-store promotions.
- Plan and execute Digital Marketing, Social Media, WhatsApp, SMS, Email, and influencer marketing campaigns.
- Develop campaigns to generate qualified leads, showroom visits, appointments, and sales.
- Work closely with the CRM team to develop customer acquisition, retention, loyalty, and reactivation campaigns.
- Analyze customer and market data to identify customer preferences, buying patterns, market trends, and growth opportunities.




- Develop targeted marketing campaigns for HNI, VIP, premium, bridal, and repeat customers.
- Manage brand positioning and communication to maintain a strong and consistent jewellery brand image.
- Coordinate with creative agencies, digital agencies, media agencies, influencers, photographers, and other vendors.
- Plan and manage jewellery exhibitions, store events, product launches, trunk shows, bridal events, and customer engagement programs.
- Conduct market research and competitor analysis covering pricing, promotions, collections, campaigns, and customer trends.
- Monitor campaign performance using KPIs such as leads, footfalls, conversions, revenue, customer acquisition cost, and ROI.
- Prepare weekly and monthly marketing MIS reports and performance dashboards for senior management.
- Manage the marketing budget and optimize spending based on campaign performance and ROI.
- Work with the sales and store operations teams to convert marketing-generated leads into customers.
- Develop strategies to increase store footfall, conversion rate, average bill value, repeat purchases, and customer lifetime value.
- Support new store launches, showroom branding, local area marketing, and promotional activities.
- Ensure all marketing communication follows brand guidelines and regulatory requirements applicable to jewellery advertising.
- Track customer feedback and market response and recommend improvements to products, campaigns, and customer experience.
- Lead, mentor, and monitor the performance of the marketing team and external agencies.

Key Skills

Jewellery Marketing | Retail Marketing | Brand Management | Digital Marketing | Social Media Marketing | CRM | Customer Acquisition | Customer Retention | HNI/VIP Marketing | Lead Generation | Campaign Management | Event Marketing | Influencer Marketing | Market Research | Competitor Analysis | Marketing Analytics | Budget Management | ROI | Gold & Diamond Jewellery | Store Marketing | Customer Engagement

📌 Marketing Manager and CRM (Chennai)
🏢 JEWEL CREATIONS
📍 Chennai