Senior Customer Relationship Manager

2 days ago

Mumbai, Maharashtra, India SRI TRADER Full time ₹ 4,80,000 - ₹ 14,40,000 per year

Job Description:Job Title: Senior Customer Relationship Manager - Jewelry Industry - Mumbai

Job Responsibility

? 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.Key Skills:Mandatory:

  • 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

Target Industry: Gems and Jewellery

Gender: Open

Experience: Minimum 3-4 plus years of experience in CRM, ORM, or customer

lifecycle roles preferably in luxury, fashion, jewelry, or high-end retail

Job Location: Andheri West, Mumbai – Work from Office

Working Days: 6 days (2nd and 4th Saturdays – Half days)

Work Timings: 9:30 am to 6:30 pm or 10:30 am to 7:30 pm

Qualification: Bachelor's or Master's degree in Marketing, Business Administration, or a related field.

Notice Period: Immediate to 30 days

Job Type: Full-time

Pay: Up to ₹80,000.00 per month

Application Question(s):

  • Current salary ?
  • Expected salary ?
  • Notice period ?(immediate/15 days/30 days)
  • Do you have experience in CRM in jewelery industry ?

Work Location: In person

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