Customer Relationship Management Manager

Position : Customer Relationship Manager

Experience :

Minimum 3-4 plus years of experience in CRM, ORM, or customer lifecycle roles preferably in luxury, fashion, jewelry, or high-end retail.

Strong command of CRM tools (e.g., Zoho CRM, Salesforce, HubSpot) and ORM / review monitoring tools (e.g., Google Alerts, Brand24, Mention).

Excellent written and verbal communication skills.

Strong analytical mindset with proficiency in Excel, dashboards, and reporting tools.

Prior experience working with HNI (High Net-worth Individual) clientele.

Creative thinker with an eye for luxury branding and personalized customer journeys.

Ability to handle customer calls ,relationship management & escalations ,conflict resolution.

Responsibilities :

Customer Relationship Management (CRM) :

Develop and execute a customer retention and loyalty strategy aligned with business goals.

Oversee the implementation and optimization of the CRM platform (e.g., Zoho, Salesforce, HubSpot).

Analyze customer data to build effective segmentation models for targeted campaigns.

Create, monitor, and refine lifecycle marketing campaigns (e.g., welcome, birthday, reactivation, post-purchase).

Collaborate with sales, design, and marketing teams to deliver personalized customer experiences.

Track key metrics : repeat purchase rate, customer lifetime value (CLV), churn rate, etc.

Online Reputation Management (ORM) :

Monitor and manage the brand's online presence across review platforms (Google, Facebook, Instagram, Justdial, etc.).

Respond professionally to reviews, comments, and queries — turning negative feedback into opportunities for customer recovery.

Design and execute proactive reputation-building initiatives, including review collection campaigns and influencer collaborations.

Prepare ORM reports, highlighting sentiment analysis, review trends, and potential reputational risks.

Work closely with PR and digital marketing to align messaging and tone of voice.

Leadership & Strategic Responsibilities :

Lead a small team or coordinate with external agencies for CRM and ORM execution.

Develop monthly and quarterly performance reports with actionable insights.

Contribute to overall marketing and CX strategy from a data and feedback-driven perspective.

Stay current with CRM and ORM best practices, tools, and trends — especially in the luxury and jewellery sectors.