Key Responsibilities
1. Store Operations Management
- Oversee daily store functions to ensure seamless, efficient, and customer-centric operations.
- Ensure compliance with company SOPs, retail protocols, and local regulatory requirements.
- Manage in-store visual merchandising to align with brand aesthetics and seasonal guidelines.
- Conduct regular audits for hygiene, stock, security, and compliance.
2. Sales & Performance Management
- Drive category-wise sales performance and meet or exceed monthly revenue targets.
- Track KPIs such as conversion rate, average ticket size, and walk-in trends to optimize performance.
- Identify opportunities to improve customer retention and repeat business.
- Collaborate with the merchandising team for stock planning and replenishment.
3. Team Leadership & Training
- Lead, mentor, and motivate the store team including RSO, cashiers, greeters, and support staff.
- Conduct regular training and coaching sessions to enhance product knowledge and customer service skills.
- Facilitate career development plans and monitor individual and team performance.
4. Customer Experience Excellence
- Ensure each customer interaction reflects the luxury positioning of the brand.
- Handle escalated customer complaints with empathy and professionalism.
- Promote a "Customer First" culture within the team.
- Leverage feedback mechanisms and reviews to improve store satisfaction scores.
5. Inventory & Loss Prevention
- Monitor daily opening and closing stock balances; ensure accuracy in reporting.
- Liaise with vendors and procurement to ensure stock availability and minimize dead stock.
- Implement loss prevention measures and train staff on safety protocols.
- Maintain locker security and supervise daily stock transfers.
Key Skills & Competencies
- Strong leadership and team management abilities
- Passion for luxury retail and customer service excellence
- Knowledge of jewellery (diamonds, gold, precious stones) is preferred
- Sound analytical skills with a strong understanding of KPIs and business metrics
- High attention to detail and organizational skills
- Strong interpersonal, communication, and problem-solving capabilities
- Proficiency with POS and inventory software systems
