Job Role: Customer Relationship Management Manager

Location: New Delhi (On-site)

Employment Type: Full-time

Industry: Luxury Travel | Hotels & Hospitality

Company Description

Luxury Cloud, a bespoke holiday brand by Travel Oyster India Pvt Ltd, is backed by over 27 years of excellence in the travel industry. Based in New Delhi, the company has curate exceptional travel experiences for more than 20,000 passengers across 65+ countries.

Luxury Cloud partners with globally renowned luxury hotel brands such as Four Seasons, Mandarin Oriental, and other premium hospitality providers. Serving an elite clientele that includes Bollywood celebrities and High Net worth Individuals (HNIs), the brand offers end-to-end luxury travel solutions air tickets, luxury hotel bookings, domestic and international tour packages, event planning, and travel insurance.With deep industry expertise and a strong commitment to personalized service, Luxury Cloud delivers seamless, memorable, and cost-effective luxury travel experiences.

Role Description

The CRM Manager / Client Relationship Manager will be responsible for managing and nurturing long-term relationships with high-value clients. This role requires a deep understanding of luxury travel and hospitality services, strong client-handling skills, and the ability to deliver highly personalized experiences.

The role involves close coordination with internal teams and external partners, managing complex bookings, ensuring smooth service delivery, and proactively identifying opportunities to enhance client satisfaction and business growth.

KeyResponsibilities

Build, manage, and strengthen relationships with premium and HNI clients
Understand client preferences and curate personalized luxury travel solutions
Handle domestic and international travel bookings, luxury hotel reservations, and event-related services
Coordinate with hotels, airlines, vendors, and internal teams for seamless execution
Act as a single point of contact for clients, ensuring timely communication and updates
Manage client feedback, service recovery, and issue resolution professionally
Identify opportunities for upselling, cross-selling, and expanding the client base
Maintain accurate client records and CRM data
Ensure exceptional service quality aligned with luxury hospitality standards

Qualifications & Requirements

5–7 years of experience exclusively in the Luxury Hotels & Hospitality industry
Must have worked with top luxury hotel brands in a CRM / Client Relationship role
Strong knowledge of luxury travel and high-end hotel services
Proven experience in sales, customer service, and account management
Experience handling domestic and international luxury clients
Excellent interpersonal, communication, and relationship-building skills
Strong problem-solving and conflict-resolution abilities
Ability to manage multiple high-value clients and priorities simultaneously
Proficiency in Microsoft Office and relevant booking / CRM tools
Master's degree in Hospitality, Business Administration, or related field from Tier-1 institutions (preferred)
Prior experience working with HNI clients is a significant advantage

Important Note

Candidates must be from the Hotel / Hospitality industry only.

Immediate joiners or candidates available within 15 days are strongly preferred.