Role Overview
The CRM Manager will be responsible for managing customer relationships, driving repeat business, enhancing customer experience, and leading the CRM team to achieve sales and retention targets in a jewellery retail environment.
Key Responsibilities1. Customer Relationship Management
- Build and maintain strong relationships with high-value and repeat customers
- Ensure excellent pre-sales and post-sales customer experience
- Handle escalations and resolve customer complaints effectively
2. CRM Strategy & Execution
- Design and implement CRM strategies to increase customer retention and loyalty
- Plan and execute campaigns (festivals, birthdays, anniversaries, etc.)
- Drive customer engagement through calls, messages, and personalized services
3. Data Management & Analysis
- Maintain and update customer database (purchase history, preferences, etc.)
- Analyze customer data to identify trends and upselling opportunities
- Generate reports on customer retention, repeat sales, and campaign performance
4. Team Management
- Lead and manage CRM team (CREs/Telecallers)
- Set daily/weekly targets and monitor performance
- Train team on customer handling, product knowledge, and communication skills
5. Sales Support
- Work closely with sales team to convert leads into customers
- Drive footfall through follow-ups and relationship building
- Support VIP customer handling and exclusive previews
6. Technology & Systems
- Manage CRM software and ensure proper usage by team
- Improve processes through automation and system enhancements
Key Skills Required
- Strong communication and interpersonal skills
- Customer-centric mindset
- Team handling and leadership ability
- Data analysis and reporting skills
- Knowledge of CRM tools/software
- Sales orientation and target-driven approach
Preferred Candidate Profile
- Experience in jewellery retail or luxury retail is highly preferred
- Proven track record in customer retention and team management
- Strong understanding of customer lifecycle and loyalty programs
Job Type: Permanent
Pay: ₹30,000.00 - ₹40,000.00 per month
Work Location: In person
