Customer Relationship Manager - Fine Jewellery

Customer Relationship Manager (CRM) – Luxury JewelleryCTC: 8,00,000+ per annum (negotiable)Location: ChandigarhCompany: Sant Ram’s & Jazaa (Natural & Lab Grown Diamonds)At Sant Ram’s, relationships are the core of our business. We don’t just sell jewellery—we build long-term client partnerships based on trust, service, and consistency.We are looking for a Customer Relationship Manager (CRM) to own and lead our entire customer lifecycle—across systems, sales teams, and client touchpoints.This is a business-critical role, not a support function.Role OverviewThe CRM Manager will be responsible for:- Managing our CRM software (Salesforce / equivalent) - Overseeing the lead funnel end-to-end - Ensuring zero lead leakage - Driving follow-ups, conversions, repeat visits, and retention - Building a culture of disciplined relationship management across the sales teamKey Responsibilities1. Lead & Opportunity Management- Ensure every inquiry (walk-in, WhatsApp, Instagram, website, referrals) is: - Logged - Assigned - Followed up - Closed (sale / lost / future opportunity) - Track lead ageing, response times, and conversion ratios. - Design and enforce follow-up frameworks (Day 1, Day 3, Day 7, etc.).2. CRM System Ownership- Own the CRM platform completely: - Data accuracy & hygiene - Custom fields (anniversaries, preferences, budgets, styles) - Dashboards & reports for management - Train sales staff on proper CRM usage. - Ensure CRM is used as a daily operating system, not a formality3. Customer Lifecycle & Retention- Build systems for: - Birthdays & anniversaries - Post-purchase follow-ups - Repeat buying journeys - VIP & HNI client tagging - Work with marketing to run: - Client events - Private previews - New collection launches4. Team & Process Management- Manage and mentor CRM executives / coordinators. - Create SOPs for: - Lead handling - Client communication - Feedback & escalation - Act as the bridge between: - Sales - Marketing - Store teams - ManagementWho We’re Looking For- 4–8 years experience in CRM / relationship management - (Luxury retail, real estate, hospitality, automobiles, or jewellery preferred) - Strong command over: - Salesforce / Zoho / HubSpot or similar - Excel & reporting - Highly process-driven and detail-oriented - Excellent communication skills (spoken & written) - Comfortable dealing with HNI / premium clients - Thinks like a business owner, not just a coordinator

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