About the RoleWe are looking for aClient Relationship Managerwho will serve as thepersonal point of contactfor our customers and ensure a warm, seamless, and premium experience throughout their journey.
This role focuses onrelationship building, trust, and long-term customer engagement, not just customer support. The ideal candidate understands how to communicate with high-value clients, reassure them during production timelines, and build loyalty that leads to repeat purchases and referrals.
Key Responsibilities1. Client Relationship Ownership- Act as the dedicated contact person for assigned customers
- Build strong, long-term relationships through personalized communication
- Understand customer preferences, occasions, and purchase intent
- Maintain consistent follow-ups without customers needing to chase updates
2. Customer Journey Management- Guide clients from inquiry to purchase, delivery, and after-sales
- Provide proactive order updates and timeline clarity
- Coordinate internally with sales, production, logistics, and accounts teams
- Ensure accurate commitments and transparent communication
3. Premium Client Experience- Deliver a luxury-level service experience in every interaction
- Handle concerns, delays, or complaints with empathy and ownership
- Turn difficult situations into trust-building moments
- Ensure communication is warm, reassuring, and professional
4. Retention & Revenue Support- Identify repeat purchase opportunities and gifting occasions
- Encourage upgrades, customizations, and future purchases
- Maintain relationships for anniversaries, weddings, milestones, and referrals
5. Operational Discipline- Maintain detailed communication logs in CRM systems
- Ensure zero missed messages or follow-ups
- Track delivery, repair, resizing, refund, and buyback cases
- Escalate risks early and ensure closure
Required Skills & Qualifications- 25 years experience inclient relationship management / luxury retail / jewellery / premium sales support
- Excellent spoken and writtenEnglish & Hindi
- Strong interpersonal and emotional intelligence skills
- Calm, patient, and solution-oriented approach
- Ability to manage high-value customers professionally
- Strong organization and follow-up discipline
Preferred Background- Experience in jewellery, luxury retail, fashion, or high-ticket products
- Experience handling customers viaWhatsApp, calls, and email
- Familiarity with CRM tools and order tracking workflows
What Success Looks Like in This Role- Customers feel personally handled and reassured
- Minimal escalation or complaint situations
- High repeat purchase and referral rate
- Fast, clear, and warm communication
- Strong customer trust and brand loyalty
Location:Gurgaon
Compensation:As per industry standards + performance incentives
Why Join Us- Work with a fast-growing premium jewellery brand
- Direct exposure to high-value customers and luxury sales environment
- Opportunity to grow into senior client experience or sales leadership roles
- Collaborative and ownership-driven culture
