Customer Relationship Management Executive

Ceramic Pro · India

The CRM Executive will be responsible for managing and nurturing relationships with high-value and discerning clients across the complete customer journey. The role will serve as an important touchpoint between the client, sales team, and internal stakeholders, ensuring every interaction reflects the brand’s premium positioning and commitment to exceptional service.

The role will focus on personalized client engagement, lead management, follow-ups, quotation coordination, appointment and site-visit management, CRM hygiene, and post-sales relationship management. The ideal candidate should have a polished communication style, strong attention to detail, excellent follow-through, and a genuine understanding of premium customer expectations.

Location : Banjara Hills, Hyderabad (Please note that we are specifically looking for candidates from Andhra Pradesh and Telangana only)

Job type : Full time, Onsite, 6 days (Monday to Saturday, 10 AM to 6:30 PM ), Sunday fixed off

Company Overview

Ceramic Pro Lifestyle is a premium lifestyle destination created for those who appreciate exceptional automobiles, refined experiences and uncompromising standards.

Built around the philosophy that luxury is not simply about what you own, but how you experience it, Ceramic Pro Lifestyle brings together world-class automotive protection, detailing, customization and lifestyle services under one distinctive ecosystem.

From advanced ceramic coatings and paint protection solutions to bespoke detailing, vehicle enhancement and curated lifestyle experiences, every offering is designed to preserve, elevate and personalize the things that matter most.

For more details, refer to:

Ceramic Pro India :

Ceramic Pro Lifestyle :

Qualifications

• 2–3 years of experience in luxury retail, premium automotive, luxury hospitality, lifestyle , high-end real estate, interiors, fashion, jewellery or other closely related premium customer-facing domains.
• Mandatory: Proven experience handling VIP, VVIP, HNI/UHNI or discerning luxury clientele.
• Luxury/premium brand experience is a must , preferably from a lifestyle or closely related domain .
• Strong track record in client relationship management and personalised service .
• Bachelor's degree in Business Administration, Marketing, Commerce, Hospitality, Communications or a related discipline.

Required Skills & Competencies

• Polished communication & executive presence in English; proficiency in Telugu and Hindi .
• VIP/VVIP client management with exceptional service etiquette.
• Strong relationship-building and high-touch client engagement skills.
• High discretion, maturity, emotional intelligence and professionalism .
• Exceptional attention to detail with ownership and follow-through .
• Strong organisation, coordination and time-management skills.
• Ability to manage multiple high-value clients and priorities seamlessly .
• Strong follow-up, commercial coordination and negotiation support skills.
• Calm under pressure, confident with demanding clientele.
• A genuine “client-first, white-glove service” mindset.

Key Responsibilities

1. Client Relationship Management & Luxury Clienteling

• Build and nurture long-term relationships with premium and high-value clients.
• Deliver personalised, discreet and professional communication tailored to client preferences.
• Serve as a trusted point of contact throughout the enquiry, consultation, purchase and post-sales journey.
• Anticipate client needs and ensure a seamless, elevated experience across all brand touchpoints.
• Maintain regular engagement with existing clients to drive loyalty, repeat business and referrals.

2. Lead Management & Client Engagement

• Manage inbound enquiries with a premium service mindset and respond promptly in line with the brand’s tone of voice.
• Qualify leads by understanding client requirements, preferences, project scope, timelines and purchase intent.
• Manage timely, structured follow-ups and accurately track all client interactions and opportunities in the CRM.
• Identify opportunities for cross-selling, upselling and repeat engagement.

3. Sales & Consultation Coordination

• Coordinate client appointments, consultations, showroom interactions and site visits with the sales team.
• Ensure timely sharing of quotations, product information and relevant documentation.
• Support sales consultants in managing high-value opportunities and driving conversions.
• Coordinate communication between clients, Sales, Operations, Installation and other internal teams.
• Ensure all client commitments and agreed timelines are followed through to completion.

4. Premium Customer Experience

• Deliver a polished, courteous and personalized experience across all client interactions.
• Handle queries and concerns with maturity, empathy, discretion and ownership.
• Follow up post-consultation, installation and project completion to ensure client satisfaction.
• Capture client feedback and contribute to continuous improvement of the luxury customer experience.

5. CRM & Data Management

• Maintain accurate client profiles, preferences, interactions, opportunities and follow-up activities in the CRM.
• Ensure complete documentation and high standards of CRM data accuracy and hygiene.
• Use CRM insights to identify follow-up, re-engagement, repeat business and relationship-building opportunities.
• Prepare regular reports on enquiries, lead movement, quotations, follow-ups, conversions and client activity.

6. Cross-Functional Coordination

• Work closely with Sales, Operations, Finance and Installation teams to deliver a seamless end-to-end client journey.
• Ensure accurate communication of client expectations, specifications, timelines and commitments.
• Proactively follow up internally to ensure timely delivery of client commitments.
• Escalate and resolve client concerns promptly while minimizing client effort.