Customer Relationship Manager

Customer Relationship Manager and Executive for Jewellery Stores

Roles and Responsibilities of a CRM/CRE

Greet every visitor warmly, build an immediate rapport, and set a luxury, welcoming tone for the showroom.

Understand the customer's occasion or purchase goal (such as a wedding, festival, or daily wear) and guide them smoothly to the right counter or sales executive.

Maintain deep, up-to-date awareness of the store’s gold, diamond, and gemstone collections, hallmark/purity standards, and ongoing purchase schemes or savings plans

Record and update customer contact details, purchase history, family milestones (birthdays, anniversaries), and specific preferences in the CRM system. [1, 2]

Make courtesy calls or send personalized messages to check satisfaction, invite clients to new collections, or remind them of festival launches and special offers.

Handle customer service requests, repair tracking, and initial feedback or grievances with empathy and professionalism

Work closely with the sales floor, cashiers, and workshop/repair teams to ensure smooth order fulfilment, custom sizing, and after-sales service. [1, 2]

Assist in organizing in-store promotional events, VIP previews, loyalty program enrolments, and seasonal campaigns

Requirements

• Experience: Min 1 to 3 years of experience in a customer-facing, sales support, or coordination role.
• Skills: Strong verbal and written communication, active listening, problem-solving, and patience.
• Technical Knowledge: Familiarity with MS Office/ (Excel - Mandatory) and standard CRM software (such as Salesforce or HubSpot)