Client Services Manager - Premium Jewellery Retail

Rare Earth Brands; Mumbai; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Rare Earth Brands operates a flagship luxury jewellery store on Charni Road in South Mumbai, seeking a seasoned Client Services Manager to lead client relationships and deliver an exceptional in-store experience. The role emphasizes HNI/UHNI clienteling, VIP service, bespoke orders and brand-aligned service leadership.

Ideal candidates will have 10+ years in luxury client relations or customer experience, with a strong network of high-value clients and a proven ability to elevate the customer

Qualifications

• 10+ years in client relations or customer experience management in luxury brands.
• Experience with HNI/UHNI clientele and VIP relationship management.
• Strong clienteling, personalised selling and network of high-value clients.

Responsibilities

• Build and manage relationships with HNI/UHNI and VIP clients.
• Lead in-store client experience, events and bespoke orders.
• Mentor client-facing team and ensure luxury service standards.

Skills

Client relations

Customer experience

VIP clienteling

CRM systems

Leadership

Job description

Job Location: Charni Road, South Mumbai

Industry: Luxury Retail / Premium Jewellery
Function: Client Relations / Customer Experience / Retail Operations

We are seeking an accomplished, polished and customer-centric Client Services Manager to lead client relationships and deliver an exceptional in-store experience at our flagship luxury jewellery store in South Mumbai.

The ideal candidate will have 10+ years of experience in client relations or client services, preferably with an established luxury brand in jewellery, watches, fashion or premium hospitality. The candidate should have strong exposure to HNI/UHNI clientele, excellent clienteling capabilities and the ability to build long-term relationships while delivering highly personalised service aligned with the brand's identity and positioning.

Key Responsibilities

1. Client Relationship Management

• Build, nurture and manage relationships with a portfolio of HNI, UHNI and VIP clients.
• Serve as the primary point of contact for key clients, managing appointments, private viewings and bespoke requirements.
• Develop and implement effective clienteling strategies to drive repeat purchases, referrals and customer loyalty.
• Maintain comprehensive client profiles, preferences and purchase history through CRM systems.
• Proactively engage with existing and prospective high-value clients to strengthen relationships and generate business opportunities.

2. Client Experience & Store Leadership

• Establish and maintain exceptional service standards and personalised in-store experiences in line with the brand's luxury positioning.
• Lead, train and mentor the client-facing team on service etiquette, product knowledge and relationship management.
• Ensure seamless coordination and execution of customer interactions, appointments and special requests.
• Oversee customised and bespoke jewellery orders from initial consultation to final delivery, coordinating with design and production teams.
• Ensure timely execution, quality standards and effective communication throughout the bespoke order process.

3. Client Engagement & Brand Activations

• Collaborate with the marketing team to organise exclusive client events, private previews, trunk shows and VIP experiences.
• Manage guest curation, personalised invitations and post-event client engagement.
• Identify opportunities to enhance brand engagement, client retention and referral business.
• Represent the brand with professionalism, discretion and exceptional service standards.

Desired Candidate Profile

• Minimum 10+ years of experience in client relations, client services or customer experience management.
• Significant experience working with established luxury or premium brands.
• Prior exposure to HNI/UHNI clientele and VIP relationship management is essential.
• An established network of high-value clients will be strongly preferred.
• Experience in luxury jewellery, watches, fashion, premium retail or hospitality is desirable.
• Strong understanding of clienteling, personalised selling and relationship-driven business development.
• Excellent communication, interpersonal and relationship-building skills.
• Impeccable grooming, presentation and professional etiquette.
• Strong leadership skills with experience managing and mentoring client-facing teams.
• Knowledge of fine jewellery, diamonds and precious gemstones will be an added advantage.
• Ability to maintain confidentiality and handle high-profile clientele with discretion.