Head - Operations, Jewels

Job description

Head - Operations, Jewels **Location:** Mumbai, India About the Role As Head – Operations for Reliance Jewels, you will own the operating backbone of one of India's leading jewellery retail networks. Reporting to the Head – Jewels, you'll take charge of regional operations, store performance, execution standards, customer experience and process compliance across every store in the network. You'll define and enforce consistent operating standards — from store opening and closing to staffing, sales processes and stock handling — and partner with Regional Operations Managers to set priorities, review performance and drive timely corrective action wherever stores fall short. Working closely with Revenue & Merchandising, Marketing, Supply Chain, Assets, Finance, HR and Technology, you'll ensure every store is commercially effective, operationally efficient and consistently on-brand. You'll be the custodian of customer experience across welcome, consultation, billing, delivery and post-purchase engagement, and you'll build a structured store audit framework to keep operating processes, stock controls and policy adherence tight. Inventory and asset control will be core to your mandate — reducing shrinkage and stock variance in partnership with Finance and Security — as will building a strong Business Operations Center that gives the business real-time visibility and control. You'll also oversee B2B and institutional sales execution, and drive cost and manpower productivity across regions — all without compromising the customer experience that defines the Reliance Jewels brand. Key Responsibilities - Define and implement store operating standards — opening/closing, staffing, sales processes, stock handling and daily controls — across all stores and formats. - Lead regional operations, setting performance priorities with Regional Operations Managers and driving timely corrective action on gaps. - Partner Revenue & Merchandising to improve sales conversion, average transaction value and store productivity, and ensure flawless execution of promotions and launches. - Own end-to-end customer experience standards — welcome, consultation, billing, delivery and post-purchase — and drive timely resolution of complaints and service gaps. - Build and run a structured store audit framework covering operating processes, stock controls and policy adherence, with disciplined closure of observations. - Ensure rigorous inventory and asset control across receipt, storage, transfer and reconciliation, reducing shrinkage and stock variance with Finance and Security. - Build and govern a Business Operations Center for store reporting, exception management and execution governance. - Oversee B2B and institutional sales operations, including corporate gifting, order fulfilment, pricing approvals and collections. - Manage store operating costs and manpower productivity across regions, driving efficiency without compromising customer experience. - Coordinate cross-functionally with Marketing, Merchandising, Supply Chain, Assets and HR on campaign, inventory and manpower readiness. Job Specification / Candidate Requirements - 15+ years of progressive experience in multi-store retail operations, with a significant portion in jewellery, luxury, or premium fashion retail leadership. - Bachelor's degree required; MBA or equivalent postgraduate qualification preferred. - Proven track record managing multi-region, multi-format store networks at scale, with direct P&L / cost accountability. - Strong experience in store audit, inventory control and shrinkage management in a high-value product category. - Experience in B2B / institutional sales operations is an added advantage. Required Skills - Retail Store Operations - Regional Operations Management - Inventory & Shrinkage Control - Customer Experience Management - Cost & Productivity Management