Job Overview

Lunawat Gems & Jewellery is seeking an experienced Customer Relationship Manager for a full-time position at our Jaipur location. The ideal candidate will play a key role in maintaining and enhancing our relationships with our diverse clientele. The role requires a strategic approach to customer feedback management, upselling, cross-selling, and customer journey mapping. Familiarity with CRM software, data analysis, and customer retention strategies are essential for success in this dynamic environment.

Qualifications and Skills

• Proficiency in customer feedback management, ensuring feedback is systematically collected and analyzed to enhance customer satisfaction.
• Expertise in developing upselling and cross-selling strategies to maximize revenue potential from existing clients.
• Ability to map customer journeys effectively, identifying touchpoints and enhancing customer experience.
• Strong data analysis skills to interpret customer data and generate actionable insights for strategic decision-making.
• Experience in implementing customer retention strategies that increase loyalty and long-term engagement.
• Proven conflict resolution skills to address customer issues promptly and effectively, maintaining positive relationships.
• Competence in omnichannel communication, ensuring seamless interactions across various customer communication channels.

Roles and Responsibilities

• Develop and implement customer relationship strategies to increase customer satisfaction and loyalty.
• Analyze customer feedback and data to guide improvements in customer experience and product offerings.
• Coordinate with sales and marketing teams to execute upselling and cross-selling strategies, maximizing revenue streams.
• Ensure customer journey maps are aligned to enhance the overall customer experience and drive business goals.
• Utilize CRM software to maintain detailed records of interactions, ensuring personalized customer service.
• Lead initiatives aimed at boosting customer retention, leveraging statistical analysis and insights.
• Address and resolve customer complaints in a professional and timely manner to uphold company reputation.
• Collaborate with cross-functional teams to ensure a cohesive and comprehensive approach to customer engagement.