Customer Relationship Manager - Fine Jewellery

Customer Relationship Manager (CRM) Luxury Jewellery

CTC: 8,00,000+ per annum (negotiable)

Location: Chandigarh

Company: Sant Rams & Jazaa (Natural & Lab Grown Diamonds)

At Sant Rams, relationships are the core of our business. We dont just sell jewellerywe 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 lifecycleacross systems, sales teams, and client touchpoints.

This is a business-critical role , not a support function.

Role Overview

The 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 team

Key Responsibilities

1. 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 formality

3. 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 launches

4. 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
• Management

Who Were Looking For

• 48 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