Customer Relationship Management Manager

3 weeks ago

Mumbai, India Limelight Lab Grown Diamonds Full time

Position: Customer Relationship ManagerExperience:- 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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