Requirement

• Bachelor’s degree in Marketing, Business Administration, or a related field.
• Minimum 2–3 years of experience in CRM, Loyalty Marketing, or Luxury Retail Sales. (Experience in the Gem & Jewelry industry is highly preferred).
• Proficiency in CRM software (e.g., Salesforce, HubSpot, or internal ERPs) and Microsoft Excel. Ability to interpret customer data and translate it into actionable insights.
• High level of empathy and "Luxury Mindset" when dealing with elite clientele.
• Strong organizational, communication, problem-solving skills and project management abilities.

Job Description

·         Manage the end-to-end VIP Membership Program to ensure all tier-specific benefits are delivered accurately and professionally.

·         Serve as the primary link between CRM data and customer communication via SMS, Email, WhatsApp, and direct calls.

·         Craft tailored messaging for various customer segments to maximize engagement and open rates.

·         Identify high-net-worth individuals to provide exclusive services, such as private viewings and previews of new collections.

·         Execute "Special Occasion" workflows to provide curated gifts and greetings for VIP birthdays and anniversaries.

·         Analyze the database to pinpoint dormant or at-risk customers who have not made a purchase within 6–12 months.

·         Design and implement win-back strategies and incentives to re-engage inactive customers into the sales funnel.

·         Execute member engagement activities and collaborate with Marketing to track campaign ROI and feedback.  

·         Develop data-driven strategies specifically aimed at increasing second and third-time purchase rates.

·         Monitor purchase cycles to proactively reach out to customers before their next likely buying occasion.

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