Customer Relationship Manager

We are looking for aClient Relationship Managerwho will serve as thepersonal point of contactfor our customers and ensure a warm, seamless, and premium experience throughout their journey.

This role focuses onrelationship building, trust, and long-term customer engagement, not just customer support. The ideal candidate understands how to communicate with high-value clients, reassure them during production timelines, and build loyalty that leads to repeat purchases and referrals.

• Act as the dedicated contact person for assigned customers
• Build strong, long-term relationships through personalized communication
• Understand customer preferences, occasions, and purchase intent
• Maintain consistent follow-ups without customers needing to chase updates

• Guide clients from inquiry to purchase, delivery, and after-sales
• Provide proactive order updates and timeline clarity
• Coordinate internally with sales, production, logistics, and accounts teams
• Ensure accurate commitments and transparent communication

• Deliver a luxury-level service experience in every interaction
• Handle concerns, delays, or complaints with empathy and ownership
• Turn difficult situations into trust-building moments
• Ensure communication is warm, reassuring, and professional

• Identify repeat purchase opportunities and gifting occasions
• Encourage upgrades, customizations, and future purchases
• Maintain relationships for anniversaries, weddings, milestones, and referrals

• Maintain detailed communication logs in CRM systems
• Ensure zero missed messages or follow-ups
• Track delivery, repair, resizing, refund, and buyback cases
• Escalate risks early and ensure closure

• 25 years experience inclient relationship management / luxury retail / jewellery / premium sales support
• Excellent spoken and writtenEnglish & Hindi
• Strong interpersonal and emotional intelligence skills
• Calm, patient, and solution-oriented approach
• Ability to manage high-value customers professionally
• Strong organization and follow-up discipline

• Experience in jewellery, luxury retail, fashion, or high-ticket products
• Experience handling customers viaWhatsApp, calls, and email
• Familiarity with CRM tools and order tracking workflows

• Customers feel personally handled and reassured
• Minimal escalation or complaint situations
• High repeat purchase and referral rate
• Fast, clear, and warm communication
• Strong customer trust and brand loyalty

• Work with a fast-growing premium jewellery brand
• Direct exposure to high-value customers and luxury sales environment
• Opportunity to grow into senior client experience or sales leadership roles
• Collaborative and ownership-driven culture