Customer Relationship Manager

Customer Relationship Manager (CRM)

Department

Customer Relationship Management / Sales & Marketing

Work Location

JKJ Jewellers showrooms – Vaishali Nagar, Tonk Road and Malviya Nagar, Jaipur

Experience

2–5 years in CRM, luxury retail, jewellery, hospitality or premium customer service preferred

Qualification

Graduate in any discipline; CRM, sales or customer service certification is an advantage

2. Job PurposeTo build and maintain long-term relationships with customers of JKJ Jewellers, improve customer retention, generate repeat business and referrals, manage customer databases, and ensure a premium customer experience across all showrooms.

The CRM will act as the bridge between customers, the showroom sales team, management and the marketing department.

• 3. Key Roles and ResponsibilitiesA. Customer Relationship ManagementMaintain professional relationships with existing, new and high-value customers.
• Make regular follow-up calls and WhatsApp communications with customers after showroom visits and purchases.
• Send personalised birthday, anniversary, wedding and festive greetings.
• Maintain customer preferences, purchase history, jewellery interests and important occasions in the CRM system.
• Handle customer queries, complaints, feedback and service requests promptly.
• Coordinate with the showroom team to ensure customer satisfaction and timely resolution of issues.
• B. Repeat Sales and Revenue GenerationIdentify customers due for repeat purchases and conduct systematic follow-ups.
• Invite customers for new collections, festive launches, exhibitions and special showroom events.
• Generate sales leads from existing customers and convert them into showroom visits.
• Promote approved jewellery schemes, advance booking programmes and customer loyalty initiatives.
• Encourage genuine customer referrals and maintain referral records.
• Coordinate with sales executives to convert CRM leads into actual sales.
• C. Customer Database and CRM SoftwareMaintain accurate customer records in the company's CRM or ERP software.
• Record customer name, contact details, consent, preferences, visit history and purchase details as permitted by company policy.
• Classify customers into relevant categories, such as new customers, repeat customers, high-value customers and inactive customers.
• Maintain follow-up schedules, lead status, customer feedback and pending service requests.
• Prevent duplicate records and ensure data accuracy.
• Maintain customer confidentiality and follow applicable privacy and data-protection requirements.
• D. Customer Loyalty and RetentionDevelop follow-up plans for customers who have not visited the showroom recently.
• Identify reasons for lost sales, inactive customers and customer dissatisfaction.
• Conduct customer satisfaction calls after purchases and service interactions.
• Recommend suitable engagement initiatives to improve customer retention.
• Maintain relationships with wedding, bridal and family jewellery customers.
• E. Coordination with Showroom TeamsCoordinate with Sales Executives, GREs, showroom managers, billing teams and marketing staff.
• Share qualified leads with the relevant showroom or sales executive.
• Track customer enquiries until closure.
• Coordinate jewellery repair, alteration, exchange, order status and delivery-related follow-ups.
• Ensure that customers receive accurate information about pricing, schemes, delivery timelines and company policies.
• F. Marketing and Customer EngagementSupport WhatsApp campaigns, SMS communications and customer invitation programmes.
• Assist in organising jewellery exhibitions, festive events and new collection launches.
• Maintain records of campaign responses and customer visits.
• Identify potential customers for bridal jewellery, diamond jewellery, gold jewellery and premium collections.
• Track campaign-generated leads and report conversions to management.

4. Daily ResponsibilitiesActivityExpected WorkCustomer follow-upsCall and message customers as per the assigned daily planNew leadsContact and record all assigned enquiriesExisting customersGenerate repeat visits and purchase opportunitiesCustomer complaintsRecord, coordinate and track resolutionCRM updatesUpdate every meaningful interaction in the systemShowroom coordinationShare customer requirements with the sales teamDaily reportingSubmit daily CRM and customer engagement report

5. Key Performance Indicators (KPIs)The following are suggested starting targets and should be finalised by management according to showroom footfall, customer database size and staffing.

KPISuggested TargetFollow-up completion95% or aboveCRM data accuracy98% or aboveAssigned lead responseWithin the same working dayCustomer complaint acknowledgementWithin 2 working hours, where practicableCustomer database updates100% of assigned interactionsRepeat customer visitsMonthly target set by managementCRM-generated salesMonthly revenue and conversion targetCustomer referral generationMonthly target set by managementDaily reporting100% submission

Sales conversions and revenue should be assessed alongside lead quality, customer experience and showroom opportunities—not on call volume alone.

• 6. Required SkillsExcellent communication and interpersonal skills.
• Professional Hindi and English communication; Rajasthani is an advantage.
• Customer handling and complaint resolution.
• Working knowledge of Excel, CRM software, ERP systems and WhatsApp Business.
• Strong follow-up, coordination and record-keeping abilities.
• Sales conversion, relationship-building and negotiation skills.
• Professional presentation suitable for a luxury jewellery showroom.
• Ability to handle confidential customer and purchase information responsibly.

7. Authority and Reporting StructureReports to: CRM Head / Showroom Manager / Sales & Marketing Head, as assigned by management.

Coordinates with: HR & Admin, Sales Executives, GREs, Marketing, Billing and Management.

The CRM is not authorised to independently approve discounts, alter jewellery prices, promise unapproved benefits, change scheme terms or disclose confidential customer information.

• 8. Working ConditionsWorking hours and weekly off as per the showroom roster and company policy.
• Availability during festive seasons, exhibitions and peak jewellery sales periods as required.
• Compliance with attendance, grooming, customer service, data security and reporting policies.
• Any customer communication must follow company-approved channels and messaging guidelines.

9. Salary and BenefitsSalary will be based on relevant experience, customer-handling ability, CRM proficiency and demonstrated sales performance.

Incentives, if applicable, may be linked to verified CRM-generated sales, repeat purchases, qualified referrals and customer satisfaction, subject to management-approved policies.

10. Ideal Candidate ProfileThe ideal candidate is a customer-focused professional who can turn a one-time jewellery buyer into a long-term JKJ Jewellers customer through personalised service, disciplined follow-ups, accurate CRM records and effective coordination with the showroom sales team.

Recommended designation for recruitment: Customer Relationship Manager (CRM) – Luxury Jewellery Retail.