The Role
Deliver personalized luxury jewellery customer experiences, provide styling and product guidance, build customer relationships, achieve sales targets, and manage after-sales service. Maintain visual merchandising, inventory accuracy, secure stock movement, POS, billing, cash handling, audits, and store procedures. Lead the sales floor, support the Store Manager, mentor associates, assist with onboarding, and handle customer escalations while upholding premium brand standards.
Summary Generated by Built In
Designation : Senior Experience Associate
Department : Retail Operations
Role Overview
The Senior Experience Associate is responsible for delivering an elevated and personalized
customer experience while ensuring excellence in day-to-day retail operations. As a senior member
of the store team, the role combines luxury selling, relationship management, operational discipline,
and team mentorship to drive performance and uphold premium brand standards.
Acting as a floor leader and brand ambassador, the role creates memorable customer interactions,
supports seamless store operations, and mentors team members to consistently deliver a refined
luxury retail experience.
Responsibilities
Elevated Customer Experience
● Deliver a personalized, warm, and premium shopping experience to every customer while
acting as a true brand ambassador representing the elegance and values of the brand.
● Provide styling consultation and expert product knowledge on silver craftsmanship,
hallmarking, purity, gemstones, and collections to guide confident purchase decisions.
● Understand customer preferences and recommend suitable jewellery pieces for
self-purchase, gifting, and special occasions through a consultative selling approach.
● Build and nurture strong customer relationships through proactive follow-ups, repeat
engagement, loyalty building, and relationship-led selling to drive repeat business.
● Manage after-sales support including polishing, repairs, exchanges, and service coordination
while resolving customer concerns and escalations professionally to ensure positive brand
sentiment.
Sales Performance
● Achieve individual and store sales targets through consultative selling while maximizing
conversion, average bill value, and units per transaction.
● Identify upselling and cross-selling opportunities across collections to enhance customer
value and overall store performance.
● Support product launches, festive sales periods, and in-store events while maintaining
awareness of fast-moving products and customer buying trends.
Retail Operations Excellence
● Maintain impeccable visual merchandising and premium store presentation standards,
ensuring showcases, counters, and customer areas are always customer-ready.
● Execute inventory checks, cycle counts, and high-value stock counts with complete accuracy
to ensure stock integrity.
● Oversee secure stock movement from vault/storage to the sales floor in line with defined
processes and security protocols.
● Support billing, POS operations, cash handling, and daily opening/closing procedures to
ensure smooth store functioning.
● Coordinate with internal teams for replenishment, transfers, and stock availability while
ensuring compliance with audits, shrinkage controls, SOPs, and company policies.
Leadership & Mentorship
● Support the Store Manager in daily briefings, team readiness, and target alignment to ensure
smooth store operations.
● Mentor and coach Experience Associates on service etiquette, product knowledge, and
selling skills to enhance team capability.
● Support onboarding and training of new team members, ensuring alignment with brand
standards and store processes.
● Lead the sales floor during peak hours or in the absence of the Store Manager, handle
escalations confidently, and foster a positive, collaborative, high-performance team culture.
Candidate Profile:
● 3 to 5 years of experience in retail sales, preferably in luxury jewellery, watches, premium
fashion, lifestyle, or beauty brands.
● Proven track record of achieving sales targets and delivering strong customer service
outcomes.
● Strong understanding of retail selling, customer servicing, and store operations.
● Knowledge of POS systems, billing, CRM tools, and inventory processes.
● Exposure to visual merchandising and premium store presentation standards.
● Basic understanding of silver jewellery, hallmarking, and product care preferred.
● Strong interpersonal and relationship-building skills with the ability to create lasting
connections with customers and team members.
● Excellent grooming, elegance, and professional presence aligned with luxury retail brand
standards.
● Customer-centric mindset with a passion for service excellence, high ownership, reliability,
and strong attention to detail.
● Leadership potential with the ability to guide junior team members, lead by example, and
support the Store Manager in driving targets and floor discipline.
● Strong verbal and written communication skills with confidence to engage premium
customers, explain products and styling suggestions.
● Preferred Age Range: 26 to 32 years
● Communication Level: Strong verbal communication with professional customer handling,
able to engage premium customers confidently, handle escalations, and build long-term
customer relationships. English plus local language fluency.
Skills Required
- 3 to 5 years of experience in retail sales, preferably in luxury jewellery, watches, premium fashion, lifestyle, or beauty brands
- Proven track record of achieving sales targets and delivering strong customer service outcomes
- Strong understanding of retail selling, customer servicing, and store operations
- Knowledge of POS systems, billing, CRM tools, and inventory processes
- Exposure to visual merchandising and premium store presentation standards
- Basic understanding of silver jewellery, hallmarking, and product care
- Strong interpersonal and relationship-building skills
- Excellent grooming, elegance, and professional presence aligned with luxury retail standards
- Customer-centric mindset, service excellence, ownership, reliability, and attention to detail
- Leadership potential and ability to guide junior team members and support the Store Manager
- Strong verbal and written communication skills with confidence engaging premium customers
- English and local language fluency
- Preferred age range of 26 to 32 years
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Kushals Fashion Jewellery is an India-based fashion and silver jewellery brand founded in 2006. It offers jewellery collections for workwear, partywear, bridal occasions and everyday wear, with designs focused on style and craftsmanship. The company operates nearly 100 stores across more than 38 Indian cities and uses an omnichannel model through its retail network, e-commerce platform and mobile application.
