Customer Relationship Management Manager

Job Role: Customer Relationship Management Manager

Location: New Delhi (On-site)

Employment Type: Full-time

Industry: Luxury Travel | Hotels & Hospitality

Company Description

Luxury Cloud, a bespoke holiday brand by Travel Oyster India Pvt Ltd, is backed by over 27 years of excellence in the travel industry. Based in New Delhi, the company has curate exceptional travel experiences for more than 20,000 passengers across 65+ countries.

Luxury Cloud partners with globally renowned luxury hotel brands such as Four Seasons, Mandarin Oriental, and other premium hospitality providers. Serving an elite clientele that includes Bollywood celebrities and High Net worth Individuals (HNIs), the brand offers end-to-end luxury travel solutions air tickets, luxury hotel bookings, domestic and international tour packages, event planning, and travel insurance.With deep industry expertise and a strong commitment to personalized service, Luxury Cloud delivers seamless, memorable, and cost-effective luxury travel experiences.

Role Description

The CRM Manager / Client Relationship Manager will be responsible for managing and nurturing long-term relationships with high-value clients. This role requires a deep understanding of luxury travel and hospitality services, strong client-handling skills, and the ability to deliver highly personalized experiences.

The role involves close coordination with internal teams and external partners, managing complex bookings, ensuring smooth service delivery, and proactively identifying opportunities to enhance client satisfaction and business growth.

KeyResponsibilities

• Build, manage, and strengthen relationships with premium and HNI clients
• Understand client preferences and curate personalized luxury travel solutions
• Handle domestic and international travel bookings, luxury hotel reservations, and event-related services
• Coordinate with hotels, airlines, vendors, and internal teams for seamless execution
• Act as a single point of contact for clients, ensuring timely communication and updates
• Manage client feedback, service recovery, and issue resolution professionally
• Identify opportunities for upselling, cross-selling, and expanding the client base
• Maintain accurate client records and CRM data
• Ensure exceptional service quality aligned with luxury hospitality standards

Qualifications & Requirements

• 5–7 years of experience exclusively in the Luxury Hotels & Hospitality industry
• Must have worked with top luxury hotel brands in a CRM / Client Relationship role
• Strong knowledge of luxury travel and high-end hotel services
• Proven experience in sales, customer service, and account management
• Experience handling domestic and international luxury clients
• Excellent interpersonal, communication, and relationship-building skills
• Strong problem-solving and conflict-resolution abilities
• Ability to manage multiple high-value clients and priorities simultaneously
• Proficiency in Microsoft Office and relevant booking / CRM tools
• Master's degree in Hospitality, Business Administration, or related field from Tier-1 institutions (preferred)
• Prior experience working with HNI clients is a significant advantage

Important Note

Candidates must be from the Hotel / Hospitality industry only.

 Immediate joiners or candidates available within 15 days are strongly preferred.