Relationship Officer

Experience Required:

8–15 years in luxury retail, jewellery, client relationship management, or hospitality (premium segment)

Role Overview:

The Relationship Head will lead and strengthen customer relationship strategies across the brand, ensuring exceptional client experiences, loyalty, and repeat business. This role focuses on building long-term relationships, managing VIP clientele, driving personalization, and enhancing brand reputation in the luxury jewellery segment.

Key Responsibilities:1. Client Relationship Management

• Develop and implement a comprehensive client relationship strategy for the brand.
• Manage and nurture relationships with high-value and repeat customers.
• Ensure premium-level service delivery and customer delight across all touchpoints.
• Resolve escalated customer issues with speed, empathy, and professionalism.

2. VIP & HNI Client Engagement

• Build and maintain a strong database of VIP & HNI clients.
• Organize personalized experiences, exclusive previews, and private events.
• Coordinate with store teams to ensure tailored recommendations and curated services.

3. Customer Experience & Service Excellence

• Design and implement customer journey enhancements for both online and offline channels.
• Train store teams on customer service standards, personalization, and communication etiquette.
• Conduct regular audits of customer experience and provide improvement plans.

4. Team Leadership

• Lead the CRM / relationship management team across stores.
• Monitor team performance, set KPIs, and ensure consistent execution of service standards.
• Mentor and coach the team on client engagement, complaint handling, and retention.

5. Loyalty & Retention Programs

• Strengthen the brand’s loyalty initiatives and customer retention processes.
• Develop strategies to increase repeat footfall and average ticket size.
• Track customer analytics and derive insights to improve engagement.

6. Event & Campaign Coordination

• Work with marketing to plan and execute customer-focused campaigns and events.
• Ensure seamless coordination for festive seasons, product launches, and high-ticket promotions.

7. Reporting & Analytics

• Track customer satisfaction, retention rates, and relationship metrics.
• Prepare monthly dashboards with insights and recommendations for management.
• Analyze customer behaviour, buying patterns, and service gaps.

Skills & Competencies Required:

• Strong interpersonal and communication skills
• Excellent leadership and team management abilities
• High emotional intelligence and customer-centric mindset
• Experience handling VIP/HNI clientele
• Confident, polished, and presentable personality
• Good understanding of jewellery products and luxury retail
• Problem-solving and conflict-resolution capabilities
• CRM tools & data analytics proficiency

Job Types: Full-time, Permanent

Pay: ₹70,000.00 - ₹100,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person