Senior Client Relationship Manager

Mookuthi Jewellery LLP; Chennai District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Mookuthi Jewellery LLP in Chennai seeks a CRM Lead to own the end-to-end customer lifecycle, lead intelligence, and retention across boutiques, online store, and international clients.

You will manage customer journeys, run cohort analytics, optimize lead hygiene, and align CRM with merchandising and marketing to drive engagement and sales.

Seek a data-driven communicator with luxury-brand nuance to elevate client experiences and ensure global consistency in CRM standards.

Qualifications

• Experience in CRM, clienteling, or customer analytics (3–6 years).
• Experience in Luxury Retail, Fine Jewellery, High-Fashion, or Bespoke E-commerce preferred.
• Advanced proficiency in CRM platforms, messaging APIs, ORM and email platforms.
• Strong analytical writing and luxury-styled communication.

Responsibilities

• Inbound Triage & Multi-Channel SLA: manage lead flow across channels with <15 min response times.
• Call & ORM Intelligence: analyze interactions to capture sentiment, preferences, and triggers.
• Marketing Feedback Loop: provide weekly/monthly lead quality scores to refine targeting.
• Cohort Tracking: monitor monthly purchase cohorts, LTV, and cross-category penetration.
• Retention Programs: implement lifecycle triggers for engagements and anniversaries.
• Healthy Database Maintenance: enforce data standardization and deduplication.
• Immediate Removal: remove invalid contacts and unsubscribes.
• Archive/Cold Tiering: move inactive leads to low-frequency lists.
• SKU-Level Demand Mapping: track conversions by collections and channels.
• Merchandising Alignment: share customer preferences with design teams.
• Platform Management: manage CRM stack including WhatsApp, Klaviyo, ORM.
• Campaign Optimization: oversee email and WhatsApp campaigns and measure engagement.

Skills

CRM platforms

Messaging APIs

ORM

Email platforms

Cohort analysis

Dashboard tools

Data analytics

Tools

Klaviyo

WhatsApp Business API

CRM systems

ORM

Job description

We are seeking an analytical, strategic, and client-obsessed CRM Lead to own the end-to-end customer lifecycle, lead intelligence, and retention engine for Mookuthi. Deeply rooted in Chennai’s rich artisanal heritage and extending across globally minded patrons, this role bridges performance marketing with high-touch sales consultations across our physical boutiques, online store, and growing international client base. You will manage customer journeys across our collections, execute cohort-level analytics, optimize lead hygiene, and nurture feedback loops across all verticals . You will maintain a pristine client database, curate actionable insights from multilingual customer interactions (calls, ORM, mailers, store visits), and ensure Mookuthi’s luxury standards are upheld at every global and local touchpoint.

Key Responsibilities

• Inbound Triage & Multi-Channel SLA: Manage lead flow across global and domestic performance ads, WhatsApp Business, Instagram DMs, website inquiries, international requests, and walk-ins/registered patrons across The Mookuthi Show and other physical store locations like the flagship store in Chennai. Maintain strict response time SLAs (<15 minutes for priority inquiries).
• Call & ORM Intelligence: Analyze phone interactions, store/TMS consultation notes, whatsapp conversations, videocall feedback, social feedback, and ORM channels to capture client sentiment, design preferences, and purchase triggers across regional and overseas markets.
• Marketing Feedback Loop: Feed weekly/monthly/per show lead quality scores back to performance marketing and agency partners to refine ad targeting, channel mix, and cost-per-qualified-lead (CPQL).
• Cohort Tracking: Design and monitor monthly purchase cohorts to analyze repeat purchase behavior, Time-to-Second-Purchase, Lifetime Value (LTV), and cross-category penetration across distinct product lines/collections and channels (The Mookuthi show vs Stores vs Online vs International Ecommerce).
• Retention Programs: Implement targeted re-engagement campaigns and personalized lifecycle triggers (the day they got pierced, the day they bought their first mookuthi, anniversaries, birthdays, styling recommendations) based on cohort insights
• Healthy Database Maintenance: Enforce data standardization, contact enrichment, and deduplication protocols across all client touchpoints.
• Immediate Removal: Invalid contact details, explicit unsubscribe requests, or hostile ORM interactions.
• Archive/Cold Tiering: Leads with zero engagement across WhatsApp/email after “x” days or 3 failed consultation follow-ups (moved to low-frequency seasonal broadcast lists).
• SKU-Level Demand Mapping: Track conversion rates, consultation/walk-in inquiries, and loss reasons broken down by specific collections, styles, gold vs gemstones and sizing/preferences.
• Merchandising Alignment: Bridge CRM data with the Chennai workshop and product design teams to share customer preferences on gold purity, craftsmanship styles, stone selections, footwear styling feedback, and custom design requests from domestic and international patrons.
• Platform Management: Administer and optimize Mookuthi’s CRM stack (CRM, WhatsApp Business API, Klaviyo, ORM).
• Campaign Optimization: Oversee targeted email and WhatsApp campaigns tailored for the mookuthi show, stores, regional festivals, international updates, new collection drops, some exciting launches, evaluating engagement and direct sales contribution.

Key Requirements & Qualifications

• Experience: 3–6 years of experience in CRM, Clienteling, or Customer Analytics, preferably in Luxury Retail, Fine Jewellery, High-Fashion, or Bespoke E-commerce .
• Technical Expertise: Advanced proficiency in CRM platforms, messaging APIs, ORM and email platform.
• Data Analytics: Hands-on experience with cohort analysis, database segmenting, and dashboard tools .
• Communication & Nuance: Strong analytical writing skills with an understanding of luxury tone and subtle client psychology.

Key Performance Indicators (KPIs)

• Lead Conversion Rate: Overall lead-to-consultation and consultation-to-purchase % across channels.
• Cohort Repeat Rate: % of customers making a second purchase within 6 to 9 months.
• Database Health Index: % of records with complete data profile, low bounce rate (<2%), and low spam complaint rate (<0.1%).
• Lead Quality Index (LQI): Weekly alignment rating between marketing ad spend and sales-qualified leads.
• Cross-Category & Channel Expansion: Conversion rate of single point of sale clients into multi channel purchase clients, single collection lovers to multi-collection lovers and growth in the mookuthi show, stores and international/online retention rates.