Job Description

Experience Required:

8-15 years in luxury retail, jewellery, client relationship management, or hospitality (premium segment)

Role Overview:

The Relationship Head will lead and strengthen customer relationship strategies across the brand, ensuring exceptional client experiences, loyalty, and repeat business. This role focuses on building long-term relationships, managing VIP clientele, driving personalization, and enhancing brand reputation in the luxury jewellery segment.

Key Responsibilities:1. Client Relationship Management

Develop and implement a comprehensive client relationship strategy for the brand. Manage and nurture relationships with high-value and repeat customers. Ensure premium-level service delivery and customer delight across all touchpoints. Resolve escalated customer issues with speed, empathy, and professionalism.

2. VIP & HNI Client Engagement

Build and maintain a strong database of VIP & HNI clients. Organize personalized experiences, exclusive previews, and private events. Coordinate with store teams to ensure tailored recommendations and curated services.

3. Customer Experience & Service Excellence

Design and implement customer journey enhancements for both online and offline channels. Train store teams on customer service standards, personalization, and communication etiquette. Conduct regular audits of customer experience and provide improvement plans.

4. Team Leadership

Lead the CRM / relationship management team across stores. Monitor team performance, set KPIs, and ensure consistent execution of service standards. Mentor and coach the team on client engagement, complaint handling, and retention.

5. Loyalty & Retention Programs

Strengthen the brand's loyalty initiatives and customer retention processes. Develop strategies to increase repeat footfall and average ticket size. Track customer analytics and derive insights to improve engagement.

6. Event & Campaign Coordination

Work with marketing to plan and execute customer-focused campaigns and events. Ensure seamless coordination for festive seasons, product launches, and high-ticket promotions.

7. Reporting & Analytics

Track customer satisfaction, retention rates, and relationship metrics. Prepare monthly dashboards with insights and recommendations for management. Analyze customer behaviour, buying patterns, and service gaps.

Skills & Competencies Required:

Strong interpersonal and communication skills Excellent leadership and team management abilities High emotional intelligence and customer-centric mindset Experience handling VIP/HNI clientele Confident, polished, and presentable personality Good understanding of jewellery products and luxury retail Problem-solving and conflict-resolution capabilities CRM tools & data analytics proficiency
Job Types: Full-time, Permanent

Pay: ₹70,000.00 - ₹100,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person