About the role
We are looking for a Senior CRM Lead who will own the end-to-end client relationship journey — from the first inquiry through post-event follow-up. You will build and maintain systems that ensure every couple and client feels uniquely seen, and you will use data to create experiences that are as thoughtful as the celebrations we design. This is a strategic role as much as an operational one.
Key responsibilities
- Own and evolve the CRM platform (HubSpot / Zoho / custom) to manage leads, bookings, and long-term client relationships
- Design and automate personalised communication workflows across the full client lifecycle
- Lead a small team of CRM executives and coordinate with sales, events, and design teams
- Analyse client data to identify patterns, improve conversion rates, and reduce churn
- Build post-event feedback loops and loyalty programs that drive referrals
- Create dashboards and reports for leadership on pipeline health and client satisfaction
- Manage seasonal inquiry surges with structured lead prioritisation frameworks
- Ensure DPDP-compliant data handling and privacy standards across all client records
What you will bring
- 5+ years of CRM experience, ideally in hospitality, luxury services, events, or lifestyle brands
- Hands-on expertise with a major CRM platform (HubSpot, Salesforce, Zoho, or similar)
- Strong understanding of customer segmentation, lifecycle marketing, and retention strategy
- Experience managing or mentoring junior team members
- Comfort with data analysis and tools like Excel, Google Sheets, or basic SQL
- Excellent written communication — you understand tone matters in luxury client contexts
- Ability to manage multiple high-value accounts simultaneously under deadline pressure
- Empathy-driven mindset with a genuine appreciation for milestone events
Tools & skillsHubSpot / Zoho / SalesforceEmail automationClient segmentationPipeline managementLifecycle marketingReporting & dashboardsDPDP complianceExcel / Google SheetsLead scoringWhatsApp Business APINice to have
- Background in wedding planning, luxury hospitality, or event management
- Experience with wedding platforms like WedMeGood, ShaadiSaga, or similar
- Knowledge of multi-vendor coordination workflows
- Familiarity with WhatsApp Business API for client engagement
Pay: ₹25,000.00 - ₹40,000.00 per month
Work Location: In person
