Customer Relationship Manager (CRM)-HNI Clientele (Female Only)

Profile Summary:

We are seeking an experienced and client-focused CRM Manager for HNI clients to manage, enhance, and grow our relationships with high net-worth individuals. As the CRM Manager at our furniture/Art Gallery & Interior Showroom, you'll oversee the end-to-end customer relationship process—Cross-selling and upselling premium offerings, after-sales support, and warranty/service issues. This role blends CRM strategy, project coordination, and client services. You’ll play a strategic and operational role, ensuring seamless coordination across sales, retail, service to maximize client satisfaction and retention & collaborating across teams to deliver seamless service to our premium clientele. The role goes beyond typical CRM tasks and requires a deep understanding of luxury service, discretion, and personalized attention.

Key Responsibilities:

1. Client Relationship Management

· Build, nurture, and manage long-term relationships with HNI clients.

· Serve as the primary point of contact for all client communications and requests.

· Understand client preferences, history, and behavior to deliver highly personalized service.

· Develop and implement CRM strategies to enhance client loyalty, cross-selling, and up-selling opportunities.

· Collect client feedback post-delivery to guide continuous service improvement.

2. Sales Support & Upselling

· Identify opportunities for cross-selling and upselling premium offerings / products (e.g. décor, accessories, arts, Curtains, custom designs).

· Support the sales team in closing high-value deals by providing client intelligence.

· Ensure high client retention and minimal attrition.

· Achieve individual and store sales targets through effective product presentation and customer engagement.

· Conduct needs assessments and offer tailored furniture solutions based on lifestyle, aesthetics, and space planning.

· Maintain up-to-date client profiles, preferences, and interaction history in the CRM system.

· Generate insights-driven reports mapping client status, delivery milestones, pending actions, and service metrics.

· Analyze client behavior and feedback to reduce churn and increase retention rates by ensuring a smooth and premium experience.

· Generate regular reports for senior management on client engagement and campaign performance

3. Data Management & Insights

· Maintain detailed, confidential client profiles in CRM software (R-Dash etc.).

· Analyze client data to identify trends, opportunities, and risks.

· Use insights to proactively address client needs and recommend services/products.

4. Collaboration with Internal Teams

· Work closely with sales, marketing, product, and customer service teams to ensure a cohesive approach to VHNI client service.

· Relay client feedback and preferences to influence service offerings and product development.

· Organize exclusive client events, showroom visits, factory tours, or curated previews of upcoming collections to enhance brand affinity

· Collaborate on gifting strategies and personalized outreach aligned with brand values.

5. Strategic Insights & Growth

· Analyze trends in HNI behavior and market demands to identify upselling or cross-selling opportunities.

· Provide strategic inputs to product and service development aligned to luxury customer expectations.

6. Compliance with Confidentiality

· Ensure all client interactions and data handling are compliant with company policies and applicable regulations.

· Maintain strict confidentiality of client information.

Key Requirements:

• Bachelor's degree in Business, Marketing or related field; MBA preferred.
• 5–8 years of experience in CRM, relationship management, or client servicing, preferably in furniture manufacturing or luxury sectors.
• Proven experience managing high-value client portfolios.
• Strong knowledge of CRM platforms
• Excellent communication, interpersonal, and problem-solving skills.
• High emotional intelligence.
• Excellent communication and interpersonal skills.
• Cultural sensitivity and discretion.
• Problem-solving mindset.
• Service-oriented attitude.
• High level of professionalism, discretion, and customer-centric mindset.
• Ability to analyze data, generate insights, and create action plans.

Preferred Skills:

• Understanding of HNI client behavior, needs, and lifestyle.
• Experience in personalized marketing and luxury client servicing.
• Multilingual abilities (preferred, depending on region/clientele).
• Experience with automation and digital CRM tools.

Job Types: Full-time, Permanent

Pay: From ₹50,000.00 per month

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Health insurance
• Leave encashment
• Paid sick time
• Provident Fund