Retail Store Manager

Position: Retail Store Manager – JewelleryDepartment: Retail Operations – Jewellery

Reports To: Area Manager / Regional Manager

Location: Store Location

Employment Type: Full-Time

Job PurposeTo manage the overall operations of the jewellery retail store, drive sales and profitability, ensure excellent customer service, maintain high standards of visual merchandising and inventory control, and lead the store team effectively while ensuring compliance with company policies and security procedures.

Key Responsibilities1. Sales & Business Performance

• Achieve monthly and annual sales targets, revenue and profitability objectives.
• Monitor daily sales performance and take corrective actions to achieve targets.
• Drive conversion, average bill value, repeat business and customer acquisition.
• Promote high-value jewellery, diamond, gold and other product categories.
• Analyse sales trends and identify opportunities for business growth.
• Prepare and share daily, weekly and monthly sales reports.

2. Customer Experience

• Ensure a premium and personalised customer experience.
• Handle customer queries, complaints and escalations professionally.
• Build strong relationships with high-value and repeat customers.
• Ensure proper follow-up with customers for enquiries, appointments and pending sales.
• Encourage customer feedback and take corrective action where required.

3. Team Management

• Lead, motivate and manage the store sales and support team.
• Allocate daily responsibilities and monitor individual performance.
• Conduct regular team briefings and sales reviews.
• Set individual targets and monitor achievement.
• Identify training and development requirements.
• Ensure discipline, grooming, attendance and professional behaviour.
• Coach team members on product knowledge, selling skills and customer handling.

4. Jewellery Product & Process Management

• Ensure the team has adequate knowledge of gold, diamond, precious stones and jewellery products.
• Ensure accurate product demonstration and communication of product specifications, pricing, making charges, discounts and applicable policies.
• Ensure compliance with company processes relating to billing, exchange, repair, booking and order management.
• Maintain proper documentation for all customer and transaction-related activities.

5. Inventory & Stock Control

• Ensure proper custody and handling of jewellery stock.
• Monitor stock movement, transfers, receipts and returns.
• Conduct regular stock verification and reconciliation.
• Ensure adherence to jewellery opening, closing and stock-handling procedures.
• Report stock discrepancies, damages or losses immediately.
• Coordinate with the concerned teams for stock replenishment and requirements.

6. Security & Compliance

• Strictly follow all security protocols for jewellery handling and store operations.
• Ensure compliance with company SOPs, audit requirements and statutory guidelines.
• Monitor CCTV, access control and other security processes as applicable.
• Ensure proper cash and jewellery security procedures.
• Support internal and external audits and close audit observations within timelines.

7. Visual Merchandising & Store Standards

• Maintain the store's premium appearance and presentation.
• Ensure jewellery displays are properly arranged as per company guidelines.
• Monitor cleanliness, lighting, displays, signage and overall store ambience.
• Ensure promotional and campaign materials are displayed correctly.

8. CRM & Customer Relationship Management

• Maintain and utilise the customer database effectively.
• Drive customer appointments, follow-ups and relationship-building activities.
• Plan customer engagement activities and local sales initiatives.
• Track leads and ensure timely follow-up by the sales team.

9. Reporting & Administration

• Prepare daily sales and operational reports.
• Monitor attendance, leave and manpower requirements.
• Coordinate with HR, Finance, Inventory, Marketing and Operations teams.
• Maintain proper store records and documentation.
• Ensure timely completion of all management reports and assigned tasks.
• Key Performance Indicators (KPI/KRA)AreaKey Performance IndicatorSalesAchievement of monthly/annual sales targetsProfitabilityStore contribution and margin performanceCustomer ServiceCustomer satisfaction, complaints and repeat customersConversionEnquiry-to-sale conversion ratioTeam PerformanceIndividual and team target achievementInventoryStock accuracy and minimum discrepanciesSecurityZero/ minimum security incidents and process violationsCRMCustomer follow-up, appointments and repeat salesComplianceAudit scores and timely closure of observationsStore StandardsVM, grooming and store presentation complianceRequired Skills & CompetenciesStrong leadership and team-management skills.
• Excellent communication and customer-handling abilities.
• Strong sales and negotiation skills.
• Good knowledge of jewellery retail operations.
• Understanding of gold, diamond and precious jewellery products.
• Strong numerical and analytical skills.
• Inventory and cash-management knowledge.
• Problem-solving and decision-making ability.
• Ability to work under sales pressure and achieve targets.
• Good knowledge of MS Office and retail POS/ERP systems.

Qualification & Experience