Customer Relationship Manager

Position: CRM/EA/Admin ex

Female

Salary – 35-40k
Location: Zaveri Bazar, Mumbai

The CRM Executive will be responsible for managing and nurturing customer relationships to enhance loyalty, repeat purchases, and brand trust. The role involves maintaining customer databases, designing loyalty programs, handling client communications, and ensuring a premium customer experience that reflects the brand’s values.

Key Responsibilities:

1. Customer Database Management

Maintain and update customer data (purchase history, preferences, occasions, etc.)

Segment customers based on buying patterns, spending, and frequency for targeted campaigns. Ensure data accuracy and privacy compliance.

2. Customer Engagement & Retention

Develop and execute engagement programs such as birthday/anniversary greetings, loyalty points, and referral schemes.

Track and follow up with key clients for repeat visits and feedback.

Coordinate with the sales team for personalized follow-ups after high-value purchases.

Collecting testimonials from customers.

3. Communication & Marketing Support

Design and send promotional messages (SMS, WhatsApp, Email) for new collections, festive offers, and store events.

Support marketing team in planning customer appreciation events and VIP previews.

Maintain communication calendar and ensure timely outreach.

Co-ordination with SMM & vendors & keep updating social media platform.

4. Complaint & Feedback Handling

Handle customer complaints promptly and courteously, ensuring resolution in coordination with the store or service team.

Gather and analyse customer feedback to identify areas for service improvement.

5. Reports & Analysis

Generate regular reports on customer retention, repeat purchase ratio, feedback trends, and campaign performance. Analyze buying behavior to support targeted marketing and sales strategies

Key Skills & Competencies:

Strong communication and interpersonal skills.

Customer-centric attitude with empathy and patience.

Proficiency in CRM tools (jewellery-specific CRMs).

Data handling and reporting skills (Excel / Google Sheets).

Coordination with sales, marketing, and store operations teams & karigars

Good command over English, Hindi, and preferably local/regional language.

Preferred Qualifications:

Graduate in Marketing, Business Administration, or related field.

2–5 years of experience in CRM / Client Relationship / Customer Service, preferably in Jewellery, Luxury Retail, or Premium Brand segment.

Job Type: Full-time

Pay: ₹30,000.00 - ₹40,000.00 per month

Experience:

• Customer relationship management: 2 years (Required)
• Executive Assistant: 2 years (Required)
• Admin Executive: 2 years (Required)
• luxury background : 2 years (Required)
• Retail management: 2 years (Required)

Work Location: In person