Senior Operations Manager – Retail

Job Description: Senior Operations Manager – Retail (Jewellery Brand)

Job Title: Senior Operations Manager – Retail

Industry: Jewellery / Luxury Retail

Department: Retail Operations

Reporting To: Chief Operating Officer / Head of Retail

Location: WEST & NORTH REGION

Experience: 10–15 years in retail operations, preferably in jewellery or luxury retail

Job Purpose

The Senior Operations Manager will be responsible for overseeing and optimizing the end-to-end retail operations of the jewellery business across all stores. The role will ensure operational excellence, sales productivity, inventory accuracy, customer experience, process compliance, and profitability while maintaining the brand's premium positioning and service standards.

Key Responsibilities

1. Retail Operations Management

• Oversee daily operations across all retail stores and ensure adherence to company policies, SOPs, and brand standards.
• Ensure smooth store functioning, operational efficiency, and consistency across locations.
• Develop, implement, and continuously improve retail operating procedures and workflows.
• Conduct regular store visits and operational audits to ensure compliance and execution excellence.
• Coordinate with staff to resolve operational challenges and improve productivity.

2. Sales Performance and Business Growth

• Monitor store-wise sales performance, revenue, conversion rates, average transaction value (ATV), and units per transaction (UPT).
• Work closely with the retail sales team to achieve monthly, quarterly, and annual business targets.
• Analyze sales trends and implement action plans to improve store productivity and profitability.
• Support new product launches, festive campaigns, promotional activities, and retail expansion initiatives.
• Identify opportunities to enhance customer engagement, repeat purchases, and client retention.

3. Inventory and Stock Management

• Oversee inventory planning, stock movement, replenishment, transfers, and inter-store coordination.
• Ensure accurate stock records and regular physical stock verification.
• Monitor inventory ageing, slow-moving and non-moving stock, and stock availability.
• Ensure proper controls for high-value jewellery, diamonds, precious stones, gold, and other valuable merchandise.
• Coordinate with merchandising, buying, supply chain, and finance teams to optimize inventory levels.
• Investigate stock discrepancies and implement corrective and preventive measures.

6. Team Management and Development

• Lead, mentor, and develop store managers and retail operations teams.
• Establish clear performance objectives and accountability mechanisms.
• Identify training needs and organize training on operational processes, customer service, inventory control, and compliance.
• Support workforce planning, manpower deployment, and productivity improvement.
• Build a culture of ownership, operational discipline, and continuous improvement.

Key Performance Indicators (KPIs)

• Achievement of store-wise sales and profitability targets.
• Inventory accuracy and stock reconciliation performance.
• Reduction in inventory losses, shrinkage, and operational discrepancies.
• Store productivity and operational cost efficiency.
• Customer satisfaction and complaint resolution turnaround time.
• Audit scores and closure of compliance observations.
• Improvement in conversion rate, ATV, and UPT.
• Timely execution of store launches and operational initiatives.
• Employee productivity, training completion, and team retention.

Qualifications and Experience

• Bachelor's degree in Business Administration, Retail Management, Commerce, or a related field; an MBA or postgraduate qualification is preferred.
• 10–15 years of experience in retail operations, with at least 4–5 years in a senior or multi-store leadership role.
• Experience in jewellery, luxury retail, watches, lifestyle, or other high-value retail categories is preferred.
• Proven experience managing multiple stores, retail teams, inventory controls, audits, and store-level business performance.
• Strong understanding of retail processes, commercial metrics, stock management, and loss prevention.
• Experience in store expansion, SOP implementation, and operational transformation is an advantage.

Required Skills and Competencies

• Multi-store retail operations management.
• Strong analytical, commercial, and problem-solving skills.
• Advanced Excel and retail MIS reporting; familiarity with ERP, POS, and inventory management systems.
• Strong leadership, communication, and stakeholder management skills.
• High attention to detail and integrity when handling high-value inventory.
• Ability to manage multiple priorities and drive execution across locations.
• Customer-centric mindset with a strong focus on premium retail experience.