Job Description

: CRM Manager - Jewellery Industry (Mumbai Location)

Role Summary

The

CRM Manager

will be responsible for developing, implementing, and managing all Customer Relationship Management strategies and initiatives for the company's retail jewellery operations in Mumbai. This strategic role is crucial for enhancing customer retention, driving loyalty program success, and utilizing customer data to create highly personalized engagement and marketing campaigns to maximize customer lifetime value.

Key Responsibilities

Strategy & Implementation:

Design and execute a comprehensive CRM strategy aligned with business goals to drive customer loyalty, retention, and repeat purchases.

Loyalty Program Management:

Oversee the end-to-end management of the customer loyalty program, including tier structure, rewards, communications, and performance tracking.

Data Management & Analysis:

Ensure the integrity and growth of the customer database (prospects and existing customers). Collect, collate, and analyze customer data (purchase history, preferences, demographics) to develop comprehensive customer profiles and segments. Utilize CRM software to generate insights and reports on customer behavior, campaign effectiveness, and loyalty program performance.

Customer Engagement & Communications:

Develop and manage targeted, personalized communications (e.g., email, SMS, WhatsApp) for various customer segments. Implement campaigns for special occasion recognition (e.g., birthdays, anniversaries) and new product launches.

Customer Service & Escalations:

Serve as the primary point of contact or escalation point for customer inquiries, concerns, and complaints related to CRM and loyalty programs, ensuring timely and effective resolution.

Cross-functional Collaboration:

Collaborate closely with the

Sales, Marketing, and IT teams

to ensure seamless execution of CRM initiatives, consistent brand messaging, and effective automation of CRM processes where applicable.

Process Improvement:

Continuously monitor CRM processes, identify areas for improvement, and implement best practices to enhance operational efficiency. Getty Images
Qualifications & Skills

Education:

Bachelor's degree in Business Administration, Marketing, or a related field.

Experience:

Minimum of

4-6 years of proven experience

in Customer Relationship Management, preferably within the

luxury retail or jewellery industry

.

Technical Proficiency:

Strong proficiency in CRM software/platforms

(e.g., Salesforce, Microsoft Dynamics, or industry-specific tools). Expertise in

data analysis and interpretation

to drive data-driven decisions.

Core Skills:

Exceptional

communication and interpersonal skills

. Strong

problem-solving abilities

with a customer-focused approach. Knowledge of

jewellery products and industry trends

is highly beneficial. Proven ability to

develop and implement strategies

to enhance customer satisfaction and loyalty.
Why Join Us (Optional Section)

We offer a competitive compensation package, opportunities for professional growth, and the chance to work with a leading brand in the vibrant Mumbai luxury market.

Job Types: Full-time, Permanent

Pay: ₹9,247.15 - ₹36,557.63 per month

Benefits:

Health insurance Provident Fund
Application Question(s):

Current Salary-
Expected Salary-
Notice Period-

Work Location: In person