Responsibilities :

1. CRM Strategy and Planning :

- Develop and implement a comprehensive CRM strategy aligned with overall business objectives.

- Conduct market research and analysis to identify customer segments, preferences, and trends.

- Define customer lifecycle stages and develop strategies for customer engagement at each stage.

- Collaborate with marketing, sales, and customer service teams to align CRM initiatives with their goals.

- Establish key performance indicators (KPIs) and metrics to measure CRM program effectiveness.

2. Customer Data Management :

- Oversee the collection, organization, and analysis of customer data from various sources.

- Implement and maintain a robust customer database for accurate, up-to-date information.

- Develop data segmentation strategies to personalize communication and marketing campaigns.

- Ensure compliance with data privacy regulations and maintain data security protocols.

3. Customer Engagement and Retention :

- Develop and implement programs to build long-term customer relationships.

- Design and execute loyalty programs, referral programs, and special promotions to increase retention.

- Collaborate with sales teams to identify upselling and cross-selling opportunities.

- Monitor customer satisfaction and address any issues or concerns.

4. Customer Experience Enhancement :

- Work with cross-functional teams to deliver exceptional customer experiences at various touchpoints.

- Develop and implement customer service standards and protocols for consistent interactions.

- Identify and implement technology solutions to streamline customer interactions.

- Use customer feedback to continuously improve the overall customer experience.

5. Team Leadership and Development :

- Lead and manage a team of CRM professionals, providing guidance, coaching, and performance feedback.

- Foster a culture of customer-centricity and continuous improvement.

- Develop training programs and resources to enhance team skills and knowledge.

- Stay updated with industry trends and best practices in CRM and customer experience management.

Qualifications :

- Degree in Marketing, Business Administration, or a related field. A relevant professional certification is a plus.

- Proven work experience as a CRM Manager or in a similar role within the jewellery industry.

- In-depth knowledge of customer relationship management strategies and tools.

- Strong analytical skills with the ability to interpret data and generate insights.

- Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders.

- Strong leadership and team management skills, with the ability to motivate and inspire a CRM team.

- Proficiency in using CRM software and systems.

- Knowledge of data privacy regulations and compliance standards.

- Familiarity with jewellery industry trends, customer preferences, and market dynamics.