Customer Relationship Manager

Location:Thane / Santacruz

Industry:Luxury Couture / Bespoke Retail

We are looking for adynamic, relationship-driven professionalwho can own the customer journey, build long-term client relationships, and actively drive revenue. This isnot a back-office CRM role this position sits at the intersection ofclient experience, sales, and store management.

• Build and nurture relationships with new and existing clients
• Act as the primary point of contact for premium & VIP customers
• Deliver a personalized, high-touch luxury experience
• Handle escalations and sensitive client situations with confidence

• Convert inquiries into confirmed sales
• Drive repeat business, upselling & cross-selling
• Support store targets and revenue growth
• Proactively engage inactive / past clients

• Maintain accurate client records & interactions
• Track customer preferences, purchase history & occasions
• Generate insights to improve retention & AOV
• Build structured follow-up and engagement flows

• Lead & monitor Customer Relationship Executives
• Ensure follow-ups, reminders & communication quality
• Coordinate with Fashion Consultants & Store Managers
• Build a disciplined client engagement culture

• Design loyalty & retention programs
• Plan VIP previews, private appointments & client events
• Work with marketing for remarketing & campaigns
• Identify revenue opportunities from database mining

36+ years in CRM / luxury retail / client servicing / sales

Strong communication & persuasion skills

Proven ability to build relationships & close deals

Experience handling premium / high-value clients

Leadership & team coordination ability

Comfortable with CRM systems & reporting

Polished personality & brand-appropriate presence

• Luxury fashion / couture / jewellery / hospitality / premium retail
• Experience with HNI/VIP client handling
• Sales + relationship hybrid profiles highly valued

• Client Conversion Rate
• Repeat Purchase Rate
• Monthly Revenue Contribution
• Client Retention Metrics
• CRM Hygiene & Follow-up Effectiveness
• Client Satisfaction / Feedback

Clients ask forher by name

Higher repeat & referral sales

Improved client retention

Stronger store revenue stability

Structured & disciplined CRM operations

Salary Band:50,000 90,000 / month (depending on experience)

+ Performance Incentives:

• Revenue-linked bonuses
• Client retention rewards
• Conversion-based incentives

Relationship builder, not just coordinator

Sales-minded, commercially sharp

Elegant, confident, solution-oriented

Emotionally intelligent with clients

Structured & numbers-driven