Customer Relationship Manager

Job Description:

Key Responsibilities –

• Build and maintain long-term relationships with high-net-worth individuals, luxury customers, and VIP clientele.
• Ensure exceptional customer service and a personalized shopping experience for all customers, both in-store and online.
• Proactively address customer inquiries, concerns, and complaints, offering timely and effective solutions.
• Track customer satisfaction and manage feedback to improve service offerings and overall customer experience.
• Oversee the customer lifecycle from initial contact to post-purchase follow-up to maximize retention rates.
• Develop and implement strategies for client retention, ensuring repeat business.
• Implement loyalty programs and personalized services to encourage customer engagement and repeat purchases.
• Collaborate with the sales team to identify opportunities for cross-selling and upselling, enhancing revenue generation.
• Drive customer referrals and enhance word-of-mouth marketing to expand the client base.
• Contribute to developing promotional strategies to attract new customers and expand market share in the luxury jewellery sector.
• Utilize CRM tools and software to track customer interactions, preferences, and purchase history.
• Maintain up-to-date customer databases to ensure personalized communications and efficient service delivery.
• Analyze customer data to identify trends, preferences, and opportunities for improving customer engagement.
• Mentor and train junior CRM team members on best practices for customer engagement and relationship-building.
• Collaborate with marketing, sales, and operations teams to ensure seamless customer experience and alignment on customer-centric initiatives.
• Represent the jewellery brand at events, exhibitions, and other industry-related functions to build brand awareness and relationships.
• Maintain the brand's image through consistent communication, ensuring that all customer interactions align with the brand’s values and luxury standards.
• Regularly report on customer satisfaction metrics, retention rates, and feedback to senior management.
• Provide insights and recommendations based on customer data to enhance service offerings and operational efficiency.

Required Skills & Qualification –

• Minimum 6+ years of experience in customer relationship management, sales, or client servicing within the jewelry industry.
• Proven experience in handling high-value customers, with a strong understanding of luxury goods, particularly in the jewelry sector.
• Extensive knowledge of jewelry products, including gemstones, precious metals, setting techniques, and trends.
• Excellent interpersonal and communication skills to build rapport with customers and colleagues.
• Proven track record of meeting or exceeding sales targets while ensuring exceptional customer service.
• Experience using customer relationship management (CRM) tools and databases to track customer interactions, preferences, and sales.
• Strong problem-solving abilities to handle customer issues, complaints, and concerns in a calm and professional manner.
• Ability to build rapport and maintain strong relationships with customers, especially in a high-end retail environment.

A Bachelor’s degree in Business Administration, Marketing, Fashion Management, or a related field is preferred.