CRM (Jewellery Industry)

1 week ago

Mumbai, Maharashtra, India leedhrservices Full time ₹ 3,65,576 - ₹ 4,32,690 per year

Job Description: CRM Manager - Jewellery Industry (Mumbai Location)

Role Summary

The CRM Manager will be responsible for developing, implementing, and managing all Customer Relationship Management strategies and initiatives for the company's retail jewellery operations in Mumbai. This strategic role is crucial for enhancing customer retention, driving loyalty program success, and utilizing customer data to create highly personalized engagement and marketing campaigns to maximize customer lifetime value.

Key Responsibilities

  • Strategy & Implementation: Design and execute a comprehensive CRM strategy aligned with business goals to drive customer loyalty, retention, and repeat purchases.
  • Loyalty Program Management: Oversee the end-to-end management of the customer loyalty program, including tier structure, rewards, communications, and performance tracking.
  • Data Management & Analysis:
  • Ensure the integrity and growth of the customer database (prospects and existing customers).
  • Collect, collate, and analyze customer data (purchase history, preferences, demographics) to develop comprehensive customer profiles and segments.
  • Utilize CRM software to generate insights and reports on customer behavior, campaign effectiveness, and loyalty program performance.
  • Customer Engagement & Communications:
  • Develop and manage targeted, personalized communications (e.g., email, SMS, WhatsApp) for various customer segments.
  • Implement campaigns for special occasion recognition (e.g., birthdays, anniversaries) and new product launches.
  • Customer Service & Escalations: Serve as the primary point of contact or escalation point for customer inquiries, concerns, and complaints related to CRM and loyalty programs, ensuring timely and effective resolution.
  • Cross-functional Collaboration: Collaborate closely with the Sales, Marketing, and IT teams to ensure seamless execution of CRM initiatives, consistent brand messaging, and effective automation of CRM processes where applicable.
  • Process Improvement: Continuously monitor CRM processes, identify areas for improvement, and implement best practices to enhance operational efficiency.
  • Getty Images

Qualifications & Skills

  • Education: Bachelor's degree in Business Administration, Marketing, or a related field.
  • Experience: Minimum of 4-6 years of proven experience in Customer Relationship Management, preferably within the luxury retail or jewellery industry.
  • Technical Proficiency:
  • Strong proficiency in CRM software/platforms (e.g., Salesforce, Microsoft Dynamics, or industry-specific tools).
  • Expertise in data analysis and interpretation to drive data-driven decisions.
  • Core Skills:
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving abilities with a customer-focused approach.
  • Knowledge of jewellery products and industry trends is highly beneficial.
  • Proven ability to develop and implement strategies to enhance customer satisfaction and loyalty.

Why Join Us (Optional Section)

We offer a competitive compensation package, opportunities for professional growth, and the chance to work with a leading brand in the vibrant Mumbai luxury market.

Job Types: Full-time, Permanent

Pay: ₹9, ₹36,557.63 per month

Benefits:

  • Health insurance
  • Provident Fund

Application Question(s):

  • Current Salary-

Expected Salary-

Notice Period-

Work Location: In person

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