Job Description – Head CRM (Customer Relationship Management)

Company: Diamond Jewellery
Industry: Jewellery / Luxury Retail
Job Location: RS Puram, Coimbatore, Tamil Nadu
Position: Head – Customer Relationship Management (CRM)
Department: Customer Relationship Management

Job Summary

We are looking for an experienced and result-oriented Head – CRM to lead customer relationship management activities. The ideal candidate will be responsible for developing CRM strategies, improving customer experience, increasing customer retention, driving repeat purchases and managing customer engagement initiatives across showroom operations.

Key Responsibilities

- Develop and implement effective CRM strategies to improve customer satisfaction and retention.
- Manage customer databases, customer profiles and lead management activities.
- Drive customer loyalty programmes, repeat purchases and referral initiatives.
- Oversee customer enquiries, feedback, complaints and escalation management.
- Plan and execute customer engagement campaigns through WhatsApp, SMS, email and telecalling.
- Monitor customer follow-ups and ensure timely communication.
- Analyse customer data, sales conversions and CRM performance metrics.
- Coordinate with showroom sales teams, marketing teams and management.
- Lead,



train and manage the CRM team to achieve business objectives.
- Prepare daily, weekly and monthly CRM performance reports.
- Identify opportunities to improve customer experience and business growth.

Candidate Requirements

- Bachelor's degree in Business Administration, Marketing, Management or a related field.
- Proven experience in CRM, Customer Relationship Management or Customer Experience Management.
- Experience in jewellery retail, luxury retail or organised retail is preferred.
- Strong understanding of customer engagement, customer retention and lead management.
- Experience in team handling and CRM operations.
- Hands-on experience with CRM software and customer database management.
- Valuable knowledge of MS Excel, MIS and reporting.
- Excellent communication, interpersonal and problem-solving skills.
- Ability to manage multiple activities and drive customer-focused initiatives.

Preferred Industry Experience

Candidates from the following industries will be preferred:

- Jewellery Retail
- Luxury Retail
- Fashion and Lifestyle Retail
- Premium Showroom Sales
- Organised Retail Chains

Work Location

RS Puram, Coimbatore, Tamil Nadu.

Interested candidates can apply with their updated resume.

Pay: ₹700,000.00 - ₹800,000.00 per year

Work Location: In person

📌 Head of CRM (Coimbatore)
🏢 Agno Talents
📍 Coimbatore