Kushal's Fashion Jewellery
Website:
kushals.com
Job details:
Job Description
Designation : Senior Experience Associate
Department : Retail Operations
Role Overview
The Senior Experience Associate is responsible for delivering an elevated and personalized
customer experience while ensuring excellence in day-to-day retail operations. As a senior member
of the store team, the role combines luxury selling, relationship management, operational discipline,
and team mentorship to drive performance and uphold premium brand standards.
Acting as a floor leader and brand ambassador, the role creates memorable customer interactions,
supports seamless store operations, and mentors team members to consistently deliver a refined
luxury retail experience.
Responsibilities
Elevated Customer Experience
- Deliver a personalized, warm, and premium shopping experience to every customer while
acting as a true brand ambassador representing the elegance and values of the brand.
- Provide styling consultation and expert product knowledge on silver craftsmanship,
hallmarking, purity, gemstones, and collections to guide confident purchase decisions.
- Understand customer preferences and recommend suitable jewellery pieces for
self-purchase, gifting, and special occasions through a consultative selling approach.
- Build and nurture strong customer relationships through proactive follow-ups, repeat
engagement, loyalty building, and relationship-led selling to drive repeat business.
- Manage after-sales support including polishing, repairs, exchanges, and service coordination
while resolving customer concerns and escalations professionally to ensure positive brand
sentiment.
Sales Performance
- Achieve individual and store sales targets through consultative selling while maximizing
conversion, average bill value, and units per transaction.
- Identify upselling and cross-selling opportunities across collections to enhance customer
value and overall store performance.
- Support product launches, festive sales periods, and in-store events while maintaining
awareness of fast-moving products and customer buying trends.
Retail Operations Excellence
- Maintain impeccable visual merchandising and premium store presentation standards,
ensuring showcases, counters, and customer areas are always customer-ready.
- Execute inventory checks, cycle counts, and high-value stock counts with complete accuracy
to ensure stock integrity.
- Oversee secure stock movement from vault/storage to the sales floor in line with defined
processes and security protocols.
- Support billing, POS operations, cash handling, and daily opening/closing procedures to
ensure smooth store functioning.
- Coordinate with internal teams for replenishment, transfers, and stock availability while
ensuring compliance with audits, shrinkage controls, SOPs, and company policies.
Leadership & Mentorship
- Support the Store Manager in daily briefings, team readiness, and target alignment to ensure
smooth store operations.
- Mentor and coach Experience Associates on service etiquette, product knowledge, and
selling skills to enhance team capability.
- Support onboarding and training of new team members, ensuring alignment with brand
standards and store processes.
- Lead the sales floor during peak hours or in the absence of the Store Manager, handle
escalations confidently, and foster a positive, collaborative, high-performance team culture.
Candidate Profile
- 3 to 5 years of experience in retail sales, preferably in luxury jewellery, watches, premium
fashion, lifestyle, or beauty brands.
- Proven track record of achieving sales targets and delivering strong customer service
outcomes.
- Strong understanding of retail selling, customer servicing, and store operations.
- Knowledge of POS systems, billing, CRM tools, and inventory processes.
- Exposure to visual merchandising and premium store presentation standards.
- Basic understanding of silver jewellery, hallmarking, and product care preferred.
- Strong interpersonal and relationship-building skills with the ability to create lasting
connections with customers and team members.
- Excellent grooming, elegance, and professional presence aligned with luxury retail brand
standards.
- Customer-centric mindset with a passion for service excellence, high ownership, reliability,
and strong attention to detail.
- Leadership potential with the ability to guide junior team members, lead by example, and
support the Store Manager in driving targets and floor discipline.
- Strong verbal and written communication skills with confidence to engage premium
customers, explain products and styling suggestions.
- Preferred Age Range: 26 to 32 years
- Communication Level: Strong verbal communication with professional customer handling,
able to engage premium customers confidently, handle escalations, and build long-term
customer relationships. English plus local language fluency.
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