Customer Relationship Manager
- M Square Business
- 2 - 4 years
- Hyderabad
- 12 days ago
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Job Description
Position: CRM Executive Jewellery Industry
Location: Hyderabad
Experience: 25 Years (Jewellery / Retail Preferred)
Industry: Jewellery / Luxury Retail
About the Role
We are looking for a customer-focused and detail-oriented CRM Executive to manage and enhance customer relationships in our jewellery business. The ideal candidate will be responsible for maintaining the customer database, driving repeat sales, planning loyalty programs, and ensuring excellent post-sale engagement.
This role requires strong coordination between sales teams, marketing, and customers to build long-term relationships and increase customer lifetime value.
Key Responsibilities
1 Customer Relationship Management
- Maintain and update customer database (purchase history, preferences, occasions, anniversaries).
- Ensure accurate data entry and segmentation.
- Handle customer queries, complaints, and follow-ups professionally.
- Build strong post-purchase relationships with customers.
2 Customer Engagement & Retention
- Plan and execute customer engagement campaigns (festive offers, birthday/anniversary greetings, new collection launches).
- Increase repeat purchase ratio and customer retention rate.
- Manage loyalty programs and referral campaigns.
- Track inactive customers and initiate reactivation campaigns.
3 Sales Support & Coordination
- Coordinate with showroom sales team for follow-ups on leads.
- Generate daily/weekly follow-up reports.
- Track customer walk-ins and conversions.
- Support sales team in VIP client handling.
4 Campaign & Database Marketing
- Execute SMS, WhatsApp, Email campaigns.
- Monitor campaign performance and ROI.
- Generate reports on campaign effectiveness.
- Ensure compliance with data privacy norms.
5 Reporting & Analysis
- Prepare monthly CRM reports:
- Repeat customer ratio
- Customer acquisition cost
- Lead conversion rate
- Campaign performance
- Provide insights to management for business growth.
Required Skills
- Strong communication skills (Hindi + English preferred)
- Experience in CRM software (Zoho, Salesforce, RetailGraph, etc.)
- Knowledge of Excel & reporting
- Customer service orientation
- Data analysis and segmentation skills
- Understanding of jewellery buying behavior & seasonal trends
Preferred Qualifications
- Graduate / MBA in Marketing / Retail Management
- Experience in Jewellery / Luxury Retail industry preferred
- Knowledge of gold schemes, bridal sales cycles, festive campaigns
Key Performance Indicators (KPIs)
- Customer retention rate
- Repeat sales growth
- Lead conversion percentage
- Campaign ROI
- Customer satisfaction score
Interested candidates share their resume on sr*********r@le*********y.in or you can reach me at +91 8106291***
Job Classification
Industry: Gems & JewelleryFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Walk-insContact Details:
Company: M Square BusinessLocation(s): Hyderabad
Keyskills: CRM Customer Relationship CRM Management Zoho Customer Management Post Sales Crm Software Client Satisfaction
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