Customer Relationship Management Manager

Job Description

About Us: Nouria Design is a modern luxury brand that blends craftsmanship with contemporary style, creating timeless pieces for the modern, confident woman. Known for refined silhouettes, impeccable detailing, and high-quality fabrics, we embrace individuality and effortless elegance. As a growing brand, we value innovation, collaboration, and a customer-first approach, making it an exciting space for creative professionals who want to shape meaningful luxury experiences. Working model: OnsiteLocation: Andheri EastDays: Monday - SaturdayTimings: 10:00am - 7:00pmBudget: 6 to 7 LPA (depending on experience)Experience: 2+ years We are looking for a proactive and strategic CRM Manager who understands the nuances of luxury customer relationship management. The ideal candidate will not only handle day-to-day CRM operations but also build structured processes, implement best practices, and introduce efficient systems for long-term customer engagement. This role requires a hands-on approach, ensuring personalized communication and effective issue resolution, while also leveraging data-driven insights to enhance customer retention and loyalty. Key Responsibilities:CRM Strategy & Customer Engagement:Develop and implement a structured CRM system for seamless customer communication and retention.Manage interactions across WhatsApp, Shopify, email, LinkedIn, and other platforms.Make outbound calls to engage customers, address concerns, and drive conversions.Analyze customer behavior, track feedback, and segment audiences to enhance engagement.Design personalized communication plans for high-value customers with exclusive offers.Process Development & System Implementation:Recommend and integrate a CRM platform suited to the brand’s needs.Develop automations and workflows for customer inquiries, order management, and follow-ups.Create data-driven reports to track campaign effectiveness and retention metrics.Collaboration & Customer Retention:Work with sales, marketing, and operations teams to align CRM strategies with business goals.Drive customer loyalty programs, referral strategies, and retention initiatives.Manage and resolve customer complaints, ensuring a high-quality service experience.Identify partnership opportunities to enhance customer engagement and brand positioning.What We’re Looking For:Experience: 2+ years in CRM and customer success, preferably in a premium/luxury brand.Skills: Strong understanding of customer engagement, retention strategies, and CRM platforms.Industry Exposure: Experience managing high-value customer relationships in a luxury or premium brand setting.Technical Proficiency: Hands-on experience with CRM tools, automation, and data analysis.Communication: Excellent verbal and written communication skills for seamless customer interactions. Why Join Us?At Nouria, we don’t just create fashion—we craft experiences. Join us to be part of a creative, fast-growing environment where innovation, collaboration, and a customer-first approach drive everything we do. If you're passionate about shaping the future of luxury fashion, you would look great on our team!