Client Relationship Manager

Job Description (JD)

Position: Customer Relationship Manager (CRM)

Industry: Jewellery Retail Showroom

Department

Customer Experience / Front Office

Reports To

Showroom Manager / Store Manager

Job Summary

The Customer Relationship Executive (CRE) / Guest Relationship Associate (GRA) is the first point of contact for every customer visiting the showroom. The role is responsible for delivering a premium hospitality experience, maintaining customer records, managing appointments, handling customer communication, and ensuring every visitor receives exceptional service that enhances brand loyalty and sales opportunities.

Key Responsibilities

1. Customer Welcome & Hospitality

Welcome every customer with a warm smile and professional greeting.

Offer drinking water, tea, coffee, or refreshments as per showroom standards.

Ensure every guest feels comfortable throughout their visit.

Escort customers to the appropriate sales executive.

2. Customer Registration

Collect and update customer details:

Full Name

Mobile Number

Email ID

City

Birthday

Anniversary

Source of Visit

Referral Details

Ensure 100% customer data is entered into CRM.

3. Queue & Floor Management

Manage customer waiting time.

Coordinate with sales executives.

Allocate customers fairly.

Inform customers about approximate waiting time.

Maintain smooth customer flow.

4. Appointment Management

Schedule customer appointments.

Coordinate VIP appointments.

Confirm appointments through calls or WhatsApp.

Maintain appointment register.

5. Customer Follow-up

Daily follow-up regarding:

Pending Orders

Ready Jewellery Collection

Repair Orders

Alteration Orders

Scheme Installments

Gold Booking

Anniversary Wishes

Birthday Wishes

6. CRM Management

Maintain complete customer database.

Update:

Purchase History

Customer Preferences

Family Details

Anniversary

Birthday

Favorite Jewellery Category

Complaint History

7. Customer Complaint Handling

Listen patiently.

Understand customer concern.

Coordinate with concerned department.

Ensure timely resolution.

Escalate serious issues to management.

8. Telephone Handling

Handle incoming and outgoing calls professionally.

Provide information regarding:

Store Timings

Schemes

Offers

Jewellery Availability

Appointment Booking

9. WhatsApp Communication

Respond to customer inquiries.

Share product images.

Send offers and promotions.

Maintain professional communication.

Ensure quick response time.

10. Google Review Management

Request satisfied customers to:

Give Google Reviews

Rate the showroom

Provide feedback

11. Customer Feedback

Collect customer feedback after every visit.

Record:

Overall Experience

Staff Behaviour

Product Satisfaction

Suggestions

12. Reception Management

Maintain:

Reception Desk

Visitor Register

Brochures

Catalogues

Visiting Cards

Gift Items

Refreshment Area

13. Coordination

Coordinate with:

Sales Team

Cash Counter

Inventory Team

Repair Department

Marketing Team

Management

14. Daily Reports

Submit daily reports including:

Footfall

walk-in

Appointments

Follow-ups

Google Reviews

Customer Feedback

Pending Calls

CRM Updates

Required Skills

Excellent Communication Skills (Hindi & English)

Pleasing Personality

Customer Service Orientation

Professional Grooming

Computer Knowledge

MS Excel

CRM Software

WhatsApp Business

Telephone Etiquette

Multitasking

Problem Solving

Positive Attitude

Educational Qualification

Graduate (Preferred)

Hospitality / Retail background preferred

Experience

1–3 years in Customer Relationship, Reception, Front Office, Hospitality, Luxury Retail, or Jewellery Industry.

Freshers with excellent communication skills may also apply.

Key Performance Indicators (KPIs)

KPI Weightage

Customer Satisfaction Score (CSAT)20%

CRM Data Accuracy15%

Customer Registration15%

\Follow-up Completion15%

Google Reviews Generated10%

Appointment Conversion10%

Customer Complaint Resolution10%

Grooming & Professional Conduct5%

Key Result Areas (KRAs

Deliver an exceptional guest experience.

Achieve 100% customer registration in CRM.

Maintain accurate customer records.

Ensure timely follow-ups and relationship management.

Increase repeat customer visits and referrals.

Support the sales team in improving customer conversion.

Enhance showroom reputation through superior customer service and positive online reviews.

Preferred Qualities

Pleasant and confident personality.

Strong interpersonal and relationship-building skills.

Passion for luxury retail and hospitality.

High level of professionalism and integrity.

Ability to remain calm under pressure.

Customer-first mindset with attention to detail.