Customer Relationship Management Manager

About the Role:

We are looking for an experienced CRM Manager to manage key customer relationships and oversee the complete order cycle, from jewellery briefs and sampling to production, quality inspection, shipment, and post-shipment coordination.

Key Responsibilities:

Customer Relationship Management

• Manage communication with key buyers and customers, ensuring timely and professional responses.
• Act as the primary point of contact for key accounts and handle customer queries, concerns, and complaints.
• Build and maintain strong, long-term customer relationships.

Order & Sample Management

• Review customer jewellery briefs and coordinate with internal teams for execution.
• Manage sample development, approvals, dispatches, and buyer feedback.
• Coordinate with Production, PPC, Design, and Quality teams to ensure timely order execution.

Quality & Shipment Coordination

• Coordinate inspection reports, PP samples, shipment samples, and packaging approvals.
• Work with Quality and Production teams to resolve quality-related concerns.
• Coordinate with Logistics and EXIM teams and keep buyers updated on shipment and dispatch status.
• Proactively communicate any delays or changes in delivery timelines.

Design & Commercial Coordination

• Coordinate design briefs, quotations, offers, and customer-specific requirements.
• Work with Design and Production teams on new designs, findings, and components.
• Ensure customer requirements are clearly communicated across relevant departments.

Reporting & Team Management

• Maintain customer records, order status, feedback, complaints, and purchase history.
• Prepare regular CRM, order, shipment, and customer feedback reports.
• Lead, mentor, and monitor the CRM team for efficient execution and customer satisfaction.

Qualifications & Experience:

• Bachelor's degree in Business Administration, Marketing, Commerce, International Business, or a related field.
• 8–12 years of relevant experience in CRM, Customer Relationship Management, Order Management, Merchandising, or Key Account Management.
• Experience in jewellery manufacturing/export is strongly preferred.
• Experience handling international/B2B buyers will be an advantage.
• Strong understanding of jewellery orders, sampling, production coordination, quality, and shipment processes.
• Good communication, negotiation, problem-solving, coordination, and team-management skills.
• Proficiency in MS Excel, MS Office, and CRM/ERP systems.