Walk-in || Customer Relationship Manager

Position: Customer Relationship Manager (CRM)

Department: Customer Relationship Management
Industry: Jewellery Retail
Location: Chennai / Tamil Nadu
Reporting To: CRM Head / Store Manager

Job Purpose

To build and maintain strong relationships with customers, drive repeat business and referrals, ensure excellent customer experience, and maximize customer retention and lifetime value.

Key Responsibilities

• Manage and maintain customer relationships through regular calls, WhatsApp, SMS, and other communication channels.
• Follow up with existing customers for repeat purchases, upcoming occasions, offers, new collections, and special events.
• Maintain and regularly update customer databases and CRM records.
• Generate leads through existing customer references, enquiries, walk-ins, and digital channels.
• Follow up on enquiries and convert potential customers into successful sales.
• Coordinate with the Sales Team to ensure timely and personalized customer follow-up.
• Handle customer feedback, complaints, and service-related concerns professionally.
• Track customer purchase history, preferences, birthdays, anniversaries, and important occasions.
• Plan and execute customer engagement activities and loyalty initiatives.
• Invite and coordinate with customers for showroom events, launches, special offers, and VIP customer programs.
• Monitor customer satisfaction and identify opportunities to improve the overall customer experience.
• Prepare daily/weekly CRM reports covering calls, follow-ups, leads, conversions, repeat customers, and pending enquiries.
• Maintain confidentiality and accuracy of customer information.
• Work closely with Sales, Marketing, Digital Marketing, and Store Operations teams to improve customer retention and revenue.

Required Skills

• Excellent communication and interpersonal skills
• Strong customer service orientation
• Good convincing and follow-up skills
• Relationship-building and networking abilities
• Good knowledge of MS Excel and CRM software
• Ability to handle customer complaints professionally
• Strong coordination and team-management skills
• Target-oriented and proactive approach

Qualification & Experience

• Any Bachelor's Degree preferred.
• 25 years of experience in Customer Relationship Management, Retail, Jewellery, Luxury Retail, Banking, Hospitality, or a related industry.
• Experience in jewellery retail or premium/luxury customer handling will be an added advantage.