Customer relationship management manager

About the Role:

We are looking for an experienced CRM Manager to manage key customer relationships and oversee the complete order cycle, from jewellery briefs and sampling to production, quality inspection, shipment, and post-shipment coordination.

Key Responsibilities:

Customer Relationship Management

Manage communication with key buyers and customers, ensuring timely and professional responses. Act as the primary point of contact for key accounts and handle customer queries, concerns, and complaints. Build and maintain strong, long-term customer relationships.

Order & Sample Management

Review customer jewellery briefs and coordinate with internal teams for execution. Manage sample development, approvals, dispatches, and buyer feedback. Coordinate with Production, PPC, Design, and Quality teams to ensure timely order execution.

Quality & Shipment Coordination

Coordinate inspection reports, PP samples, shipment samples, and packaging approvals. Work with Quality and Production teams to resolve quality-related concerns. Coordinate with Logistics and EXIM teams and keep buyers updated on shipment and dispatch status. Proactively communicate any delays or changes in delivery timelines.

Design & Commercial Coordination

Coordinate design briefs, quotations, offers, and customer-specific requirements. Work with Design and Production teams on new designs, findings, and components. Ensure customer requirements are clearly communicated across relevant departments.

Reporting & Team Management

Maintain customer records, order status, feedback, complaints, and purchase history. Prepare regular CRM, order, shipment, and customer feedback reports. Lead, mentor, and monitor the CRM team for efficient execution and customer satisfaction.

Qualifications & Experience:

Bachelor's degree in Business Administration, Marketing, Commerce, International Business, or a related field. 8–12 years of relevant experience in CRM, Customer Relationship Management, Order Management, Merchandising, or Key Account Management. Experience in jewellery manufacturing/export is strongly preferred. Experience handling international/B2 B buyers will be an advantage. Strong understanding of jewellery orders, sampling, production coordination, quality, and shipment processes. Good communication, negotiation, problem-solving, coordination, and team-management skills. Proficiency in MS Excel, MS Office, and CRM/ERP systems.