Crm Executive/Manager

CRM Executive / Manager International Luxury Brand
Location: Janpath Connaught Place (CP), New Delhi
Experience: 310 Years | Industry: Luxury Retail
Hiring: PAN India | Delhi Relocation Required
Qualification: Any UG / PG
Salary & Perks: Competitive Salary + Perks
About the Role
We are looking for a CRM Executive / Manager for an International Luxury Brand Store. The role will be responsible for managing customer relationships, maintaining the CRM database, driving client engagement and ensuring a high level of personalised service for premium, HNI and UHNI clientele.
Key Roles & Responsibilities

• Manage and maintain the customer database and CRM system, ensuring accurate and updated customer information.
• Maintain detailed records of customer profiles, purchase history, preferences, birthdays, anniversaries and interactions.
• Conduct regular customer follow-ups through calls, WhatsApp, email and other approved communication channels.
• Build and maintain strong relationships with HNI/UHNI and high-value clients through personalised engagement.
• Support clientele activities by understanding customer preferences and sharing relevant product, collection and brand updates.
• Manage and track leads and customer enquiries through the CRM system.
• Coordinate with the Sales/Retail team to ensure timely follow-up and closure of customer leads.
• Manage VIP/HNI customer appointments and coordinate personalised store experiences.
• Segment customers based on their profile, purchase behaviour, preferences and engagement level.
• Prepare and maintain daily, weekly and monthly CRM reports, including leads, follow-ups, appointments, conversions and repeat business.
• Ensure proper CRM data hygiene, including updating records, removing duplicates and maintaining data accuracy.
• Coordinate with the relevant teams for after-sales requirements, service, repairs, deliveries and other customer requests.
• Assist in planning and executing customer engagement activities, private events, collection launches and personalised client invitations.
• Support initiatives aimed at customer retention, repeat business and long-term client relationships.
• Maintain strict confidentiality of customer information, particularly for HNI/UHNI clientele.
• Ensure all customer interactions reflect the service standards and luxury positioning of the brand.

Preferred Skills

• Strong communication and interpersonal skills
• Excellent customer relationship management abilities
• Good understanding of CRM software and customer databases
• Strong follow-up and coordination skills
• Good Excel and reporting skills
• Ability to handle HNI/UHNI clientele with discretion and professionalism
• Strong attention to detail and data accuracy
• Professional grooming and a polished personality
• Experience in Luxury / Premium Retail, Watches, Jewellery, Fashion, Automotive, Hospitality or other high-end customer-facing industries would be preferred.

Location
New Delhi
Employment Type
Full-Time | On-Site
Designation
CRM Executive / CRM Manager
About the Company
Established in 1858, we are a prestigious heritage luxury house with over 165 years of legacy, known for exceptional craftsmanship across fine jewellery, bespoke silverware, luxury watches and art objects/home dcor, serving a discerning HNI clientele.
Interested candidates can share their updated CV at:
[email protected]