Position: Client Relationship Manager (CRM)

Department: Sales

Company: Karara Mujassme

Location: MG Road Store, Sultanpur, New Delhi

Reporting To: Sales Director

Employment Type: Full-Time

CTC: 46 LPA (Based on experience, skills, and overall fitment)

About the Role

Karara Mujassme is looking for a polished, proactive, and discreet Client Relationship Manager

(CRM) to manage relationships with the company's most valued clients, including

High-Net-Worth Individuals (HNIs), Ultra-High-Net-Worth Individuals (UHNIs), architects, and designers.

The ideal candidate should bring the service standards of a premium card concierge or private banker, with the ability to anticipate client needs, ensure proactive follow-ups, and deliver a highly personalized luxury experience.

The role involves managing the complete client journey, from order confirmation to installation,

payment collection, and after-sales service, ensuring that clients receive seamless support without having to follow up themselves.

The CRM will work closely with the Managing Director, who will review client priorities, queries,

and retention strategies two to three times a week.

Key Responsibilities

Client Portfolio & Relationship Ownership

Act as the dedicated point of contact for a portfolio of high-value clients, architects, and designers.

Maintain detailed client profiles, including family details, properties, preferences, past orders, and important occasions.

Anticipate client requirements, such as recent home projects, family occasions, and festive gifting.

Arrange private viewings and appointments at the MG Road store.

Offer clients early access to new collections and exclusive one-of-a-kind pieces.

Build and maintain long-term relationships through personalized communication and exceptional service.

Order Follow-Through & Delivery Management

Take complete ownership of every client order from confirmation to final installation.

Coordinate with Production, Logistics, and Installation teams to ensure timely execution.

Share regular progress updates, including photographs of work in progress, without waiting for clients to ask.

Proactively inform clients about any delays, along with clear revised timelines and action plans.

Ensure smooth communication and coordination throughout the order lifecycle.

Payment Collection & Follow-ups





Follow up with clients for advance and final payments with tact and professionalism.

Ensure collection of pending payments across all clients, regardless of whether the order was originally handled by the CRM.

Coordinate with the concerned salesperson for payment follow-ups wherever required.

Maintain updated payment records and submit weekly collection reports to management.

Client Satisfaction, Aftercare & Retention

Conduct client satisfaction calls within 7 days of delivery.

Maintain relationship calls with clients at least once every quarter.

Coordinate after-sales services, including polishing, patina care, fountain servicing, and seasonal upkeep.

Collect honest and genuine client feedback to understand their experience.

Build strong client relationships that encourage repeat orders, referrals, and long-term loyalty.

Query Resolution & Client Support

Act as the first point of contact for all client complaints, queries, and concerns.

Respond to client calls and messages within one hour during working hours.

Resolve queries directly wherever possible and escalate unresolved matters promptly.

Personally follow up with clients to ensure complete resolution of their concerns.

Maintain a calm, professional, and solution-oriented approach while handling client issues.

Reporting, Documentation & Confidentiality

Update client records on the same day as every interaction.

Maintain accurate records of client communications, commitments, orders, and follow-ups.

Ensure complete confidentiality of all client information and business dealings.

Attend review meetings with the Managing Director two to three times a week to discuss client queries, concerns, and retention priorities.

Product & Service Knowledge

Maintain thorough knowledge of Karara Mujassme's materials, finishes, and craftsmanship.

Develop product knowledge across Marble, Bronze, Brass, Cast Aluminium, Cast Iron,

and Corten Steel.

Guide clients with accurate information regarding products,



services, customization, and order status.

Stay updated on product collections and company offerings to provide informed client assistance.

Key Result Areas (KRAs)

Consistently high client satisfaction through genuine feedback and personalized service.

Strong client retention and repeat business from existing clients.

New business generation through referrals from existing clients.

Timely collection of pending payments across all clients.

Seamless order servicing from confirmation to final installation.

Fast and professional resolution of client concerns, with timely escalation wherever required.

Accurate client records and consistent follow-up on all commitments.

Desired Candidate Profile

Experience

58 years of experience managing high-value clients, HNI/UHNI clientele, or premium customer relationships.

Previous experience in luxury client servicing, relationship management, or customer experience is preferred.

Candidates from Private Banking, Premium Card Concierge, Luxury Hotels, Fine

Jewellery, Art Galleries, Luxury Interiors, or Hospitality industries will be preferred.

Education

Graduate degree in Business Administration, Commerce, Marketing, Hospitality, or a related field.

MBA or a qualification in Hospitality Management will be an added advantage.

Skills & Competencies

Polished, warm, and confident personality suited to representing a premium luxury brand.

Strong ability to understand people and situations and respond with sound judgement.

Excellent verbal and written communication skills in English and Hindi.

Complete discretion and professionalism while handling confidential client information.

Strong relationship management and interpersonal skills.

Rigorous and consistent follow-up until every task is fully resolved.

Ability to remain calm, composed, and graceful under pressure.

Strong organizational, coordination, and problem-solving abilities.

Proficiency in CRM tools, WhatsApp Business, email, and MS Excel.

Genuine interest in art, design, luxury products, and craftsmanship.

Comfortable working closely with senior management on client priorities and business requirements.

Compensation

CTC: 46 LPA

(Based on experience, skills, and overall fitment)

Apply Now [email protected]

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