Head - Operations, Jewels

Reliance Retail · Maharashtra, India

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