Job Description

Profile Summary:

We are seeking an

experienced and client-focused CRM Manager for HNI clients

to manage, enhance, and grow our relationships with high net-worth individuals. As the CRM Manager at our furniture/Art Gallery & Interior Showroom, you'll oversee the end-to-end customer relationship process--Cross-selling and upselling premium offerings, after-sales support, and warranty/service issues. This role blends CRM strategy, project coordination, and client services. You'll play a strategic and operational role, ensuring seamless coordination across sales, retail, service to maximize client satisfaction and retention & collaborating across teams to deliver seamless service to our premium clientele.

The role goes beyond typical CRM tasks and requires a deep understanding of luxury service, discretion, and personalized attention.

Key Responsibilities:

1.

Client Relationship Management

Build, nurture, and manage long-term relationships with HNI clients.

Serve as the primary point of contact for all client communications and requests.

Understand client preferences, history, and behavior to deliver highly personalized service.

Develop and implement CRM strategies to enhance client loyalty, cross-selling, and up-selling opportunities.

Collect client feedback post-delivery to guide continuous service improvement.

2. Sales Support & Upselling

Identify opportunities for cross-selling and upselling premium offerings / products

(e.g. decor, accessories, arts, Curtains, custom designs).

Support the sales team in closing high-value deals by providing client intelligence.

Ensure high client retention and minimal attrition.

Achieve individual and store sales targets through effective product presentation and customer engagement.

Conduct needs assessments and offer tailored furniture solutions based on lifestyle, aesthetics, and space planning.

Maintain up-to-date client profiles, preferences, and interaction history in the CRM system.

Generate insights-driven reports mapping client status, delivery milestones, pending actions, and service metrics.

Analyze client behavior and feedback to reduce churn and increase retention rates by ensuring a smooth and premium experience.

Generate regular reports for senior management on client engagement and campaign performance

3. Data Management & Insights

Maintain detailed, confidential client profiles in CRM software (R-Dash etc.).

Analyze client data to identify trends, opportunities, and risks.

Use insights to proactively address client needs and recommend services/products.

4.

Collaboration with Internal Teams

Work closely with sales, marketing, product, and customer service teams to ensure a cohesive approach to VHNI client service.

Relay client feedback and preferences to influence service offerings and product development.

Organize exclusive client events, showroom visits, factory tours, or curated previews of upcoming collections to enhance brand affinity

Collaborate on gifting strategies and personalized outreach aligned with brand values.

5. Strategic Insights & Growth

Analyze trends in HNI behavior and market demands to identify upselling or cross-selling opportunities.

Provide strategic inputs to product and service development aligned to luxury customer expectations.

6. Compliance with Confidentiality

Ensure all client interactions and data handling are compliant with company policies and applicable regulations.

Maintain strict confidentiality of client information.

Key Requirements:

Bachelor's degree in Business, Marketing or related field; MBA preferred. 5-8 years of experience in CRM, relationship management, or client servicing, preferably in furniture manufacturing or luxury sectors. Proven experience managing high-value client portfolios. Strong knowledge of CRM platforms Excellent communication, interpersonal, and problem-solving skills. High emotional intelligence. Excellent communication and interpersonal skills. Cultural sensitivity and discretion. Problem-solving mindset. Service-oriented attitude. High level of professionalism, discretion, and customer-centric mindset. Ability to analyze data, generate insights, and create action plans.

Preferred Skills:

Understanding of HNI client behavior, needs, and lifestyle. Experience in personalized marketing and luxury client servicing. Multilingual abilities (preferred, depending on region/clientele). Experience with automation and digital CRM tools.
Job Types: Full-time, Permanent

Pay: From ?50,000.00 per month

Benefits:

Cell phone reimbursement Flexible schedule Health insurance Leave encashment Paid sick time * Provident Fund