Regional Service Centre Incharge (Jewellery)

Drive customer service excellence across the regional jewellery network by ensuring efficient after-sales service, expanding service access, enhancing customer satisfaction, and improving operational effectiveness.

Key Responsibilities

• Manage all service centre and service network requirements across the region.
• Ensure quality, timely delivery, and cost-effective execution of jewellery repairs and modifications.
• Drive modification services in the region through effective processes and achieve revenue targets.
• Own regional service performance on TAT, quality, revenue, and service-related initiatives.
• Lead recruitment and skill development of store-based Karigars.
• Roll out service programs and continuous improvement initiatives across the network.
• Manage service vendors, including onboarding, performance, lead times, payments, and material reconciliation.
• Collaborate with internal teams such as Commercial, Systems, and Technical Services for seamless execution and process improvements.
• Monitor product quality issues, provide feedback to manufacturing teams, and support preventive actions.
• Oversee Regional Service Centre operations, inventory management, and implementation of lean practices.
• Act as the first point of contact for product-related customer complaints and ensure timely resolution.
• Partner with franchisees on service-related developments, issues, and queries.
• Represent the Voice of Customer (VOC) by sharing customer and product quality feedback from the region.
• Track market trends and competitor service practices to identify improvement opportunities.

Key Deliverables

• On-time and high-quality servicing of customer products.
• Adequate service coverage and accessibility across all boutiques.
• Improved customer satisfaction for both internal and external stakeholders.
• Adherence to defined service SLAs.
• Improved regional NPS and CSAT scores.

Candidate Profile

• Graduate, Postgraduate, or Diploma holder with 3-5 years of experience in the jewellery industry, preferably in studded jewellery manufacturing, quality inspection, or service operations. Experience or certification in gemology is an advantage.
• Knowledge of diamonds and coloured stones.
• Good system skills and presentation capabilities.
• Strong customer-service orientation.
• Effective communication skills in English and Hindi.

Candidate Profile

• Graduate, Postgraduate, or Diploma holder with 3-5 years of experience in the jewellery industry, preferably in studded jewellery manufacturing, quality inspection, or service operations. Experience or certification in gemology is an advantage.
• Knowledge of diamonds and coloured stones.
• Good system skills and presentation capabilities.
• Strong customer-service orientation.
• Effective communication skills in English and Hindi.