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Customer Relationship Management Manager

Customer Relationship Management Manager

Limelight Lab Grown DiamondsMumbai, Maharashtra, India
25 days ago
Job description

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.
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