Job Description

Profile: Team Leader - CRM (US & Canada client relation) (diamond Jewelry Industry)
Experience: 2-5Yrs
Salary Range: 60k- 100k
Reports to: Senior Manager of Sales Operations / Director of Client Relations
As the Team Leader - US & Canada Client Relations, you will lead and manage a team of Relationship Managers responsible for supporting and nurturing client relationships in the US and Canada. Your role involves ensuring the seamless handling of high-net-worth clients, overseeing order management, driving sales, and maintaining top-tier customer satisfaction.
You will be responsible for providing strategic direction to your team, ensuring that client communication is smooth and timely, and driving business growth through proactive engagement and upselling strategies.
Key Responsibilities:
1. Team Leadership & Development:

• Lead, mentor, and manage a team of Relationship Managers focused on handling clients in the US and Canada.

• Set clear performance goals and KPIs for the team, and regularly review and optimize team performance.

• Conduct training and coaching sessions to ensure the team is equipped with the skills to handle client interactions, sales, and customer service excellence.

2. Client Relationship Management (US & Canada-Based Clients):

• Oversee the client management process, ensuring timely, professional, and value driven interactions with high-net-worth clients.

• Manage the development of long-term relationships with clients, offering personalized services to meet their jewelry needs.

• Handle complex client issues, including order disputes or customization requests, ensuring fast resolution while maintaining high client satisfaction.3. Order Management & Coordination:

• Supervise internal coordination for product design creation, including the approval process for mock-ups, CAD files, and other customer-specific requirements.

• Ensure order accuracy and timely delivery by collaborating with internal teams (design, production, logistics).

• Monitor team performance on order management tasks, ensuring that all requests are handled efficiently.

4. Sales & Business Development:

• Collaborate with the business development team to create and implement sales strategies for expanding the client base and increasing business volume in the

international market.

• Lead upselling and cross-selling initiatives, encouraging clients to purchase additional items or services based on their preferences.

• Provide regular market insights, competitor analysis, and business development recommendations to senior management.

• Ensure that sales strategies and goals are aligned with business objectives and continuously monitor progress.

• Oversee lead generation efforts, ensuring that all potential leads are properly followed up by the Relationship Managers.

5. Reporting & Analytics:

• Create monthly/quarterly reports on client interactions, order statuses, sales, and KPIs for senior management.

• Provide actionable insights and recommendations based on the analysis of team performance, market conditions, and client feedback.

• Use Salesforce and other CRM tools to ensure accurate tracking of customer interactions, sales opportunities, and order progress.

• Monitor and analyze key metrics like sales conversion rates, customer retention, and order fulfillment time to suggest improvements.

6. Quality Control & Customer Satisfaction:

• Ensure that all client-facing materials Designs, Quotes, Communications, TAT, Documents meet the company's quality standards.

• Gather and analyze customer feedback and recommend improvements in product offerings and service quality.o Develop strategies to improve client engagement, retention, and overall service experience.

Required Skills and Qualifications:

• 2-5 years of experience in a leadership or managerial role, ideally within luxury goods, jewelry, e-commerce, Banking, Fashion, BPO and similar industries.

• Proven track record in sales management, business development, and team leadership.

• Proficiency in Salesforce or other CRM systems.

• Strong problem-solving skills, with the ability to navigate complex client issues and deliver quick resolutions.

• Exceptional communication in English Language and client relationship management abilities.

• Ability to manage and analyze sales data to make informed business decisions.

Skills Required