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This role is responsible for nurturing and maintaining long-term relationships with existing customers. The primary focus is to maximize Customer Lifetime Value (CLV) by managing the VIP program, executing targeted reactivation campaigns, and developing strategies that drive repeat purchases and brand advocacy.

Key Responsibilities

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

• 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.