Boutique Experience & Operations Manager

Job Title: Boutique Experience & Operations Manager

Location: New Delhi

Reporting To: Store Director / Brand Head

Industry: Luxury Fine Jewellers.

Experience Required: 7–12 years in luxury hospitality (Taj, Oberoi, or similar), with exposure to operations, guest experience, and team management

Preferred Background: Hotel management, luxury retail, customer experience

We are looking for a refined and experienced Boutique Experience & Operations Manager to lead the daily operations and client experience at our luxury fine jewellery boutique in New Delhi. The ideal candidate will come from a prestigious luxury hotel background and bring with them a strong understanding of world-class service, attention to detail, and the ability to create unforgettable customer journeys.

This role is pivotal in ensuring that our boutique mirrors the standards of a five-star luxury environment, with an emphasis on excellence, elegance, and seamless guest interaction.

Maintain boutique upkeep and presentation to five-star hotel standards—including cleanliness, scent, music, lighting, and décor.

Ensure all daily operations (lighting, climate, fragrances, furnishings, displays) are flawlessly maintained.

Supervise housekeeping and facility teams/vendors to uphold a pristine luxury environment.

Lead and supervise the Guest Relationship Executives (GREs)—ensuring every client is greeted with warmth, style, and grace.

Personalize welcome protocols for HNIs, bridal clients, and returning patrons with VIP service practices.

Create and maintain SOPs for guest welcome, lounge experience, refreshments, valet, and farewell.

Handle service recovery with poise and swift resolution.

Conduct regular training sessions on grooming, luxury etiquette, verbal communication, and presentation for all front-facing staff.

Develop scripts and verbal tones for various touchpoints—from greeting to after-sales follow-up.

Instil and nurture a culture of excellence—training staff to anticipate client needs proactively.

Enforce and monitor strict grooming standards for all customer-facing employees.

Oversee staff attire, posture, and service behaviour to ensure alignment with a luxury brand.

Act as the brand custodian for in-store experience and customer touchpoints.

Conduct regular audits to assess lighting, scent, music, service, cleanliness, and ambiance.

Ensure all brand guidelines are respected and communicated clearly to all team members.

Skill: Five-star customer experience, luxury etiquette

Hospitality

Leadership

Team training, motivation, supervision

Operational Excellence

Boutique maintenance, SOP implementation

Communication

Fluent in English & Hindi, verbal finesse, empathy

Technical

Basic MS Office, lighting controls, vendor management

Job Type: Full-time

Pay: ₹70,000.00 - ₹75,000.00 per month

Benefits:

• Provident Fund

Schedule:

• Day shift

Supplemental Pay:

• Overtime pay
• Yearly bonus

Work Location: In person