Jewellery ERP Delivery Manager

looking for an experienced Delivery Manager for its SMAART Jewellery ERP division to manage client relationships, ERP-related queries, issue resolution, project coordination, and service delivery.

The ideal candidate should have a strong background in jewellery business operations, hands-on experience with jewellery software/ERP systems, and proven experience in operations management, project coordination, and client handling.

The candidate will serve as a key link between jewellery clients and internal teams, ensuring that requirements are clearly understood, bugs and corrections are tracked, and issues are resolved through effective coordination and follow-up.

We are looking for someone who combines practical jewellery industry knowledge with strong ownership, communication, negotiation, and problem-solving skills.

Key Responsibilities

1. Jewellery Client Management

• Manage relationships with existing jewellery ERP clients and serve as their primary point of contact for operational and software-related matters.
• Understand client concerns, business requirements, and expectations.
• Conduct client calls and meetings, provide updates, and ensure timely follow-up on pending issues.
• Handle client escalations confidently and professionally while maintaining strong business relationships.

2. ERP Query, Bug and Correction Management

• Understand and document client queries, software bugs, functional issues, corrections, and enhancement requests.
• Gather complete information from clients, including transaction details, business scenarios, screenshots, and steps to reproduce issues where applicable.
• Coordinate with development, testing, implementation, and support teams to investigate and resolve issues.
• Track open issues, prioritise requests, monitor resolution timelines, and ensure closure with clients.
• Communicate technical findings and resolution timelines clearly to clients.

3. Operations and Project Management

• Coordinate ERP implementation activities, client requirements, configuration changes, corrections, and other delivery-related tasks.
• Maintain project plans, issue trackers, action items, and follow-up schedules.
• Monitor commitments, dependencies, pending actions, and delivery timelines.
• Ensure proper documentation, accountability, and coordination across teams.
• Identify recurring issues and recommend improvements in operational processes and client service delivery.

4. Jewellery Business Process Understanding

• Understand jewellery manufacturing, retail, wholesale, inventory management, stock movement, sales, purchases, billing, and other relevant business workflows.
• Translate jewellery business requirements into clear functional specifications for the internal technical team.
• Understand how ERP functionality affects day-to-day jewellery business operations.
• Help clients use the software effectively and coordinate the resolution of functional and process-related concerns.

5. Client Communication and Negotiation

• Handle client expectations, competing priorities, delivery commitments, and escalations.
• Negotiate realistic timelines and agree on priorities with clients and internal teams.
• Communicate firmly, clearly, and professionally, especially in challenging situations.
• Take ownership of commitments and ensure that relevant stakeholders follow through on agreed actions.

Required Skills and Qualifications

• Strong experience in the jewellery industry, preferably in jewellery retail, manufacturing, wholesale, or jewellery business operations.
• Hands-on experience with jewellery software or jewellery ERP systems.
• Working knowledge of jewellery ERP platforms such as Jilaba/Jillaba, Akshaya ERP, or other comparable jewellery software.
• Experience in operations management, project management, implementation, ERP support, or functional coordination.
• Strong understanding of jewellery business processes and operational workflows.
• Excellent communication, client management, negotiation, and problem-solving skills.
• Ability to coordinate with technical teams and convert client requirements into actionable tasks.
• Strong follow-up, documentation, prioritisation, and issue-management skills.
• Ability to handle multiple clients, competing demands, and escalations independently.

Preferred Candidate Profile

Candidates from the following backgrounds are encouraged to apply:

• Jewellery ERP companies Delivery Manager, Implementation Manager, Functional Consultant, Support Manager, or Project Coordinator.
• Jewellery manufacturers, retailers, and wholesalers with hands-on experience managing jewellery ERP systems.
• Jewellery operations professionals who have led ERP implementation, software support, or process improvement projects.
• ERP professionals with substantial jewellery domain knowledge and strong client-facing experience.

Experience managing multiple jewellery clients and coordinating with software development teams will be an added advantage.

What We Are Looking For

We need a proactive, responsible, and organised professional who can take ownership of client issues from initial discussion through resolution. The right candidate should be comfortable dealing with business owners and senior client stakeholders, coordinating with internal teams, negotiating practical timelines, and ensuring that commitments are met.