Retail Store Manager

Designation : Store Experience Manager

Department : Retail Operations Role Overview The Store Experience Manager is responsible for leading overall store performance by delivering an exceptional and elevated customer experience while ensuring operational excellence, team capability, and performance success.

The role combines luxury retail leadership, people management, customer relationship development, and business ownership to uphold premium brand standards and drive sustainable growth. As the leader of the store, the Store Experience Manager acts as the custodian of the brand experience, ensuring every customer interaction reflects elegance and service excellence while maintaining seamless store operations, high team engagement, and strong financial performance.

Responsibilities Elevated Customer Experience & Brand Leadership ● Lead the delivery of a personalized, warm, and premium shopping experience for every customer entering the store. ● Ensure all team members consistently represent the elegance, values, and luxury service standards of the brand. ● Build relationships with key customers and drive loyalty through proactive engagement and repeat business initiatives. ● Oversee customer escalations, complaint resolution, and service recovery to protect brand reputation. ● Ensure high standards of after-sales support including polishing, repairs, exchanges, and customer satisfaction follow-up. Sales Performance ● Own and deliver store sales targets, productivity goals, and company objectives. ● Monitor and drive KPIs such as conversion, average bill value, units per transaction, repeat business, and team productivity. ● Coach the team on consultative selling, upselling, and cross-selling opportunities. ● Develop action plans for festive periods, launches, events, and peak sales opportunities. ● Analyze sales trends, customer preferences, and product performance to improve results. Retail Operations Excellence ● Ensure flawless day-to-day store operations including opening/closing, billing, cash handling, and team deployment. ● Maintain impeccable visual merchandising, ambience, hygiene, and premium store presentation standards. ● Oversee inventory accuracy, stock counts, replenishment, transfers, and secure stock movement. ● Ensure compliance with audits, shrinkage controls, SOPs, safety standards, and company policies. ● Coordinate with internal teams including warehouse, HR, finance, marketing, and support functions for smooth operations. Leadership & People Management ● Lead, manage, and develop a team of Senior Experience Associates and Experience Associates. ● Conduct daily briefings, shift planning, roster management, and floor allocation to maximize efficiency. ● Set clear expectations and monitor individual/team performance regularly. ● Coach team members on service excellence, product knowledge, grooming, and selling effectiveness. ● Drive onboarding, training completion, engagement, discipline, and retention of store team members. ● Create a positive, collaborative, and high-accountability work culture. Customer Relationship Building & Store Growth ● Drive CRM usage, loyalty enrolments, repeat customer programs, and customer retention initiatives. ● Partner with marketing teams to execute in-store campaigns, launches, and local activations. Candidate Profile: ● 5 to 8 years of experience in retail sales and store operations, preferably in luxury jewellery, watches, premium fashion, beauty, or lifestyle brands. ● Minimum 2 to 3 years of team handling experience managing 6+ employees in a retail environment. ● Proven track record of delivering sales targets, leading teams, and driving customer experience excellence. ● Strong understanding of retail KPIs, productivity management, store profitability, inventory controls, and audits. ● Experience in handling premium customers and relationship led selling. ● Knowledge of POS systems, CRM tools, billing processes, and stock management systems. ● Strong people leadership, coaching, and conflict management skills. ● Excellent grooming, executive presence, and communication skills aligned with luxury retail standards. ● Business mindset with strong ownership and decision-making ability.

Pay: ₹20,000.00 - ₹65,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Provident Fund

Application Question(s):

• How Fluently you will speak English out of 10?

Experience:

• Retail: 3 years (Preferred)

Work Location: In person