Customer Relation Manager Head

ROLE OVERVIEW: The Customer Relation Manager is the strategic custodian of Gopinath Jewellers' customer loyalty and experience ecosystem. This role owns the entire post-purchase journey - from relationship building and retention strategies to complaint resolution and loyalty program management. The CRM Manager builds a culture of personalised, high-touch service that transforms one-time buyers into lifetime brand advocates. This is a leadership role that combines data-driven thinking with emotional intelligence.

KEY RESPONSIBILITIES

• Lead, train, and manage a team of Customer Relation Executives; set daily targets and monitor performance.
• Own the customer database - oversee segmentation by purchase value, frequency, product category, and occasion; drive data accuracy and hygiene.
• Establish and enforce SOP for all customer touchpoints - welcome calls, post-purchase follow-ups, complaint resolution, and event invitations.
• Handle escalated customer complaints and complex cases with empathy, professionalism, and timely resolution.
• Plan and execute exclusive customer events - gold coin distribution, preview launches, festive gifting events, and loyalty reward shows.
• Collaborate with the marketing team on personalised digital campaigns (WhatsApp, email, SMS) targeting existing customers.
• Track and report monthly CRM metrics - customer retention rate, CSAT score, repeat purchase ratio, scheme enrollment, and complaint resolution TAT.
• Coordinate with the sales floor team to ensure seamless experience for walk-in repeat and HNI customers.
• Identify top customers and implement tailored VIP engagement plans - dedicated assistance, priority viewing, personal shopping consultations.
• Drive jewellery savings scheme (SIP) enrollments and maintain collection follow-up systems.
• Analyse customer data and share insights with store and marketing management to inform product, pricing, and campaign decisions.

QUALIFICATIONS & REQUIREMENTS

• Graduate in any discipline; MBA/PGDM in Marketing / CRM / Hotel Management preferred.
• 3–6 years of experience in customer experience, CRM, or hotel customer management; leadership experience mandatory.
• Proven ability to design and execute customer retention programs with measurable outcomes.
• Strong command over CRM tools, MS Excel/Google Sheets, and basic data analytics.
• Excellent verbal and written communication in regional language, Hindi, and English.
• High emotional intelligence - ability to handle sensitive customer situations with grace and brand alignment.
• Strong understanding of jewellery product categories, pricing, and customer buying behaviour.

PREFERRED

• Prior experience in CRM leadership at an organised jewellery brand
• Experience with CRM platforms.
• Exposure to loyalty program management, SIP/scheme administration, and customer analytics.

KEY PERFORMANCE INDICATORS (KPIS)

• Customer retention rate (repeat visits / total customer base)
• Repeat purchase revenue contribution (%)
• CSAT score (post-purchase and post-complaint)
• Scheme enrollment and collection targets
• Team performance (call targets, follow-up rates, database hygiene)
• HNI customer engagement and event participation
• Complaint resolution TAT (≤ 48 hours for standard, ≤ 24 hours for priority)

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Job Types: Full-time, Permanent

Pay: ₹200,000.00 - ₹300,000.00 per year

Benefits:

• Paid time off
• Provident Fund

Ability to commute/relocate:

• Silchar, Assam: Reliably commute or planning to relocate before starting work (Required)

Experience:

• CRM software: 3 years (Preferred)

Willingness to travel:

• 50% (Required)

Work Location: In person