Customer Success Manager

About the Role

Divinelane Private Limited is seeking a dedicated Customer Success Manager for its premium jewellery and gemstone brand based in Jaipur (C Scheme, Axis Mall). This full-time position focuses on nurturing customer relations and delivering an exceptional end-to-end experience that upholds the brand's high standards from initial inquiry to post-sale service.

Responsibilities

• Manage customer inquiries across multiple channels including calls, WhatsApp, and email with professionalism and promptness.
• Develop and sustain strong, long-term relationships with clientele ensuring customer satisfaction and brand loyalty.
• Understand customer needs and provide expert recommendations for jewellery and gemstone selections.
• Oversee the entire customer journey, including order tracking, follow-ups, and prompt resolution of issues to ensure smooth transaction flows.
• Collaborate effectively with internal teams such as Sales, Design, Production, Gemology, Logistics, and Finance to guarantee seamless order fulfillment.
• Address complaints, returns, escalations, and service concerns proactively to maintain high service standards.
• Utilize CRM systems accurately to maintain customer records, interactions, and order follow-ups, driving repeat sales and fostering upselling and cross-selling opportunities.

Candidate Qualifications

• Graduation in any discipline is required.
• Experience of 2 to 5 years in Customer Success, CRM, Account Management, Luxury Retail, Jewellery, Gemstones, or E-commerce sectors.
• Excellent communication skills with a customer-first mindset and strong problem-solving aptitude.
• Ability to manage relationships with premium and high-value customers professionally.
• Familiarity with CRM tools and MS Office applications is essential.
• Personal laptop is compulsory for the role.
• Demonstrated ability to coordinate across multiple departments and handle complex customer needs.

Work Details

This role requires six working days per week, operating from 10:00 AM to 7:00 PM onsite at Jaipur – C Scheme, Axis Mall. Candidates must be willing and able to work from this location and hours.

About Divine Lane

Divine Lane is a rapidly expanding spiritual wellness segment of House of EdTech, headquartered in Pune with locations in Kolkata and Jaipur. The company specializes in authentic gemstones, certified Rudraksha beads, and Vedic astrological services, providing customers with trusted, lab-tested spiritual products and personalized astrological advice. With a mission to share Vedic wisdom widely, Divine Lane values authenticity, spiritual integrity, customer trust, and accessibility.

Additional Information

• Compensation offered is up to ₹660,000 annually (CTC).
• Work environment involves working directly from the office with no remote work option.
• Strong emphasis on maintaining a premium, professional brand experience with customers.
• Targets include customer satisfaction, retention, repeat purchases, upselling efforts, and CRM data accuracy.