Store Manager-Gurugram

Firefly Diamonds; Gurugram District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Firefly Diamonds is seeking a Store Manager/Assistant Store Manager to lead our retail team and uphold the brand’s prestigious service standards. You will drive sales, manage daily operations, and ensure a superior customer experience.

As a store leader, you will coach Jewellery Design Consultants, oversee inventory, and foster a positive, results‑driven environment while promoting Firefly products and the Sparkle Plan.

Qualifications

• Experience in retail store management or supervisory roles.
• Ability to lead a diverse team and drive sales targets.
• Strong communication and customer service skills.

Responsibilities

• Achieve and exceed store sales targets and revenue goals.
• Ensure exceptional customer service and a welcoming store environment.
• Oversee store operations including opening/closing, merchandising, and inventory control.
• Recruit, train, and supervise staff including JDCs and junior team members.
• Maintain product knowledge of lab-grown diamonds and Firefly products.

Skills

Leadership and people management

Customer service excellence

CRM software

Visual merchandising

Tools

CRM software

MS Excel

Job description

Position Overview:

We are seeking a highly motivated and experienced individuals to lead our team as a Store Manager/Assistant Store Manager. The ideal candidate will demonstrate strong leadership abilities, excellent organizational skills, and a passion for delivering unparalleled service to our valued customers. As a key member of our management team, the Store Manager will play a pivotal role in driving sales, maximizing profitability, and upholding the reputation of our brand.

Responsibilities:

1. Sales Performance and Revenue Generation

• Achieve and exceed monthly and annual sales targets for the store.
• Maximize sales conversion rate (Number of Sales / Number of Visitors).
• Increase the average transaction value (ATV).
• Drive sales of best-selling products and high-value items (e.g., engagement rings, Firefly Studio custom pieces).
• Promote and monitor the sales of Firefly Sparkle Plan (FSP).

2. Customer Experience and Service

• Ensure excellent customer service and a welcoming store environment.
• Maintain high levels of customer satisfaction (CSAT) and Net Promoter Score (NPS).
• Effectively handle customer objections, concerns, and returns.
• Manage customer data and ensure accurate CRM records.
• Drive repeat customer business and build long-term customer relationships.

3. Store Operations and Management

• Oversee all aspects of store operations, including opening and closing procedures, visual merchandising, and inventory management.
• Ensure that the store is clean, organized, and visually appealing.
• Manage and minimize inventory shrinkage.
• Implement and maintain security procedures to protect the store, staff, and merchandise.
• Handle cash and other transactions accurately and efficiently.

4. Team Leadership and Development

• Recruit, train, and supervise store staff, including Jewellery Design Consultants (JDCs) and junior staff.
• Conduct daily and weekly team meetings to discuss sales targets, product knowledge, and customer service.
• Motivate and coach team members to achieve sales goals and provide excellent customer service.
• Foster a positive, collaborative, and inclusive work environment.
• Manage staff schedules and ensure adequate coverage.

5. Product Knowledge and Promotion

• Maintain in-depth knowledge of lab-grown diamonds, Firefly products, and industry trends.
• Educate customers on the features and benefits of lab-grown diamonds, emphasizing their ethical and environmental advantages.
• Effectively showcase and present jewelry to customers, highlighting key selling points and craftsmanship.
• Implement visual merchandising strategies to maximize product visibility and drive sales.