Head - operations, jewels

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 B2 B 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 B2 B 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 B2 B / institutional sales operations is an added advantage.

Required Skills

Retail Store Operations Regional Operations Management Inventory & Shrinkage Control Customer Experience Management Cost & Productivity Management