Customer Relationship Management Manager

Company Description Prem Kumar Jewellers is a well-established brand in the jewelry industry, recognized for its focus on quality, fine craftsmanship, and consistent customer satisfaction. With a strong legacy, the brand offers a wide selection of gold, diamond, and platinum jewelry that blends traditional artistry with contemporary design. Each piece is created with attention to detail to ensure purity, authenticity, and long-lasting elegance. The brand is known for innovative collections, transparent pricing, and personalized service, making it a preferred destination for weddings, special occasions, and everyday wear. Prem Kumar Jewellers continues to uphold values of trust, integrity, and excellence, providing a memorable and reliable shopping experience for customers across generations.

Role Description The Client Relationship Manager is a full-time, on-site role based in Amritsar. This role is responsible for building, maintaining, and enhancing long-term relationships with customers visiting the showroom. Day-to-day tasks include greeting and engaging clients, understanding their preferences and requirements, and guiding them through product selections to ensure a positive and personalized purchase experience. The Client Relationship Manager will handle customer inquiries and concerns, follow up on leads and repeat business, and coordinate with the sales and operations teams to fulfill client needs. The role also involves maintaining accurate customer records, supporting after-sales service, and contributing to customer loyalty initiatives and special events.

Qualifications

• Strong customer service and client relationship management skills, with the ability to build trust and rapport.
• Sales and retail experience, preferably in jewelry, luxury goods, or related sectors, with a focus on consultative selling.
• Excellent communication and interpersonal skills, including active listening and clear, professional speaking.
• Basic computer literacy and familiarity with CRM or point-of-sale systems for managing customer information and transactions.
• Attention to detail and product presentation skills, with an ability to learn and explain jewelry features, certifications, and care.
• Strong organizational and time-management abilities to handle multiple clients and tasks during peak hours.
• Integrity, reliability, and a customer-centric mindset aligned with the brand's values of trust and transparency.

Prior experience in a Banking or hospitality environment is an advantage; a minimum of a high school diploma, with further education in business, marketing, or hospitality preferred.

Key Responsibilities

• Manage and maintain relationships with high-value and premium clients.
• Make regular calls and follow-ups with existing and prospective clients.
• Understand client preferences, requirements, purchase history, and service expectations.
• Provide personalized assistance and premium customer service.
• Handle customer enquiries, requests, feedback, and complaints professionally.
• Coordinate with Sales, Retail, CRM, Order, Accounts, Production, and Dispatch teams to fulfil customer requirements.
• Follow up on customer enquiries, appointments, orders, payments, and deliveries.
• Maintain accurate customer profiles, interaction history, and follow-up details in the CRM.
• Identify opportunities for repeat purchases, referrals, and relationship building.
• Invite and coordinate with clients for events, launches, exhibitions, and special occasions.
• Ensure timely resolution of customer issues and escalate important matters to management.
• Maintain confidentiality of customer information and business data.
• Prepare regular reports on client follow-ups, leads, conversions, pending cases, and customer engagement.
• Support the sales team in achieving customer retention and revenue targets