Customer Relationship Manager

**JOB PROFILE - Customer Relationship Manager (CRM)**

*Jewellery Retail Division | Babulal Jewellers | Raipur, Chhattisgarh*

**Department** - Customer Experience & Relationship Management

**Reports To** - Business Owner / MD | Works closely with Sales Head

**Location** - Raipur

**Employment Type** - Full-Time, Permanent

**Experience Required** - 2–5 years

**Joining** - Immediate / As early as possible

**About Babulal Jewellers**

Soni Kishor Kumar Babulal Jewellers is one of Raipur's most trusted jewellery institutions, established in 1946 and now in its 80th year of operations. We operate across gold, diamond, and silver jewellery from our showroom with a structured team spanning Sales, Accounts, CRM, Inventory, and Operations.

**Key Responsibilities**

▸ Coordinate between the customer and the sales team — bridge any gaps in communication or product knowledge

▸ Ensure customers who leave without purchasing feel positive about the visit and are entered into the follow-up pipeline

▸ Manage waiting time professionally during peak hours — ensure no customer feels ignored or neglected on the floor

▸ Handle customer complaints, returns, and exchange requests on the floor — resolve at the first touch where possible, escalate only when necessary

▸ Maintain a complete, accurate, and up-to-date customer database — contact details, purchase history, occasions (birthdays, anniversaries, wedding dates), preferences, and segment (gold/diamond/silver/bridal)

▸ Categorise customers by value tier — HNI (High Net-worth Individual), regular, occasional, one-time — and manage communication strategy accordingly

▸ Record every customer interaction — floor visit, call, WhatsApp — in the CRM system with notes and next steps

▸ Identify lapsed customers (no purchase in 12+ months) and flag for re-engagement campaigns

▸ Maintain clean data — no duplicate entries, no outdated numbers, no missing occasion dates

▸ Generate weekly and monthly reports on customer activity, loyalty programme participation, and outreach outcomes for MD review

▸ Support the Golden Circle Loyalty Programme — enrolments, point tracking, tier communications, and benefit fulfilment

▸ Make personalised outbound calls for: birthday and anniversary greetings, new collection launches, festival offers, exclusive event invitations, and post-purchase follow-ups

▸ Script and deliver calls with warmth, confidence, and clarity — never reading robotically, always personalising based on the customer's history

▸ Handle objections and queries on call professionally — convert interest into showroom visits

▸ Record call outcomes, callbacks scheduled, and customer responses in the CRM system

▸ Follow up on customers who expressed interest in a specific piece, collection, or occasion — no hot lead to go cold

▸ Coordinate with the sales team before calls to understand what is available, what is new, and what offers are live

▸ Manage the business WhatsApp account — respond to all customer messages within 2 hours during working hours

▸ Send personalised WhatsApp messages for occasions, collection updates, scheme launches, and event invitations — not bulk broadcast templates, but contextual communication

▸ Maintain the WhatsApp drip communication calendar — plan and schedule messages 2 weeks in advance in coordination with the MD

▸ Create and send image-based catalogues, new arrival highlights, and festive offer cards via WhatsApp — with appropriate personalisation

▸ Qualify inbound WhatsApp enquiries — understand the customer's need, provide initial information, and convert to floor visit or call

▸ Monitor message delivery, open rates, and response patterns — share insights with the MD monthly

▸ Never share content that is not approved — maintain brand tone and communication standards at all times

▸ Support the creation of social media content by providing customer stories, product highlights, and occasion-based angles — working with the content team or MD

▸ Monitor Babulal Jewellers' Instagram and Facebook pages — respond to comments and DMs within the same business day

▸ Identify customers who tag the brand or post about purchases — acknowledge, engage, and flag to MD for potential ambassador outreach

▸ Stay current on jewellery trends, competitor campaigns, and what is working on Instagram — share relevant observations with the team

▸ Assist in identifying and coordinating customer testimonials and reviews for the business's online reputation

▸ Support behind-the-scenes content capture during events, new launches, and festive setups — coordinate with photography/video if applicable

▸ Coordinate customer outreach for all campaign activations — Akshaya Tritiya, Dhanteras, Diwali, wedding season, and new collection launches

▸ Prepare and maintain invitation lists for exclusive in-store events and customer preview evenings

▸ Support scheme enrolments — explain schemes to customers clearly, answer questions, and