Operations Manager

KRA Jewellers – Job Description

Position: Operations Manager (Multi-Unit – All 12 Showrooms)

Location: Maharashtra (Travel across locations required)
Reports to: Director /Senior Management

Role Summary

The Operations Manager is accountable for the performance, process standardization, and people development across all KRA Jewellers’ showrooms in Maharashtra. This senior leadership role goes beyond routine operations, demanding hands-on coaching of Showroom Managers, direct involvement in sales training for showroom staff, and ongoing benchmarking with industry leaders to drive service and sales excellence.

Key Responsibilities

A. Operations & Process Management

• Oversee daily functioning of all 12 showrooms via Showroom Managers, ensuring uniform implementation of KRA’s SOPs.
• Conduct regular audits and reviews of showroom performance, hygiene, safety, and customer experience standards.
• Analyze operational data (footfall, conversion, inventory, loss) and initiate action plans for continuous improvement.

B. Manager Coaching & Leadership Development

• Serve as a mentor and coach to Showroom Managers; conduct regular one-on-one sessions for leadership and operational excellence.
• Identify and address skill gaps; facilitate structured development plans for Showroom Managers.
• Organize Manager Forums for sharing best practices and cross-learning.

C. Sales Training & Capability Building

• Assess training needs for Sales Advisors in product knowledge, selling skills, and digital engagement.
• Lead the design and delivery of sales training programs (including role-plays, on-floor coaching, and customer engagement workshops).
• Monitor the effectiveness of training through customer feedback, conversion rates, and mystery audits.
• Support induction and onboarding of new sales staff with a focus on premium service delivery.

D. Benchmarking & Industry Best Practices

• Identify trends, tools, and innovations in the retail jewellery sector; adapt and implement best-in-class practices at KRA.
• Network with industry peers, participate in relevant forums, and bring back actionable insights.

E. Customer Experience & Quality Standards

• Champion a customer-first culture and ensure premium, personalized service across all locations.
• Act as the escalation point for complex customer complaints or critical incidents.
• Monitor and improve customer satisfaction scores through actionable feedback.

F. Inventory, Compliance & Resource Management

• Oversee inventory management practices: stock audits, reconciliation across all showrooms.
• Ensure compliance with legal, safety, and ethical standards in every showroom.
• Work closely with HR and inventory teams for manpower planning and resource optimization.

G. Kaizen & Continuous Improvement

• Foster a Kaizen culture (continuous improvement) through regular team sessions and recognition of innovative ideas.
• Lead network-wide improvement projects for process, people, or customer experience.

H. Teamwork & Cross-Functional Collaboration

• Liaise between senior management, HR, marketing, and showroom teams to align on business goals and execution.
• Support expansion projects and new showroom launches.

Key Competencies & Skills

• Strong leadership, coaching, and people development abilities
• Hands-on experience in multi-showroom operations (preferably jewellery, luxury, or specialty retail)
• Deep understanding of sales processes and customer psychology in high-value retail
• Excellent training, facilitation, and communication skills
• Analytical, data-driven, and process-oriented approach
• Ability to benchmark, learn, and implement best practices
• Proficient in Marathi, Hindi, and English
• Willingness to travel extensively across Maharashtra

Qualifications & Experience

• Graduate in any discipline
• 8+ years’ experience in retail operations, with 3+ years in a multi-unit or cluster management role
• Track record of coaching/managing Showroom Managers and driving sales/service improvement
• Familiarity with Maharashtra jewellery retail sector is an advantage

Key Performance Indicators

• Showroom conversion rates, customer satisfaction, staff retention and engagement
• Training completion and post-training improvement metrics
• SOP and compliance audit scores
• Implementation of best practices and Kaizen initiatives
• Improvement in underperforming showroom metrics

Job Type: Full-time

Pay: Up to ₹60,000.00 per month

Benefits:

• Leave encashment
• Paid sick time
• Provident Fund

Expected Start Date: 15/09/2025