Floor Manager

Overview

The Floor Manager at Ujjwal Jewellers plays a crucial role in ensuring the smooth functioning of the showroom floor, maintaining high standards of customer service, presentation, and discipline, while actively seeking to maximise sales performance.

Key Responsibilities

• Warmly welcome each customer upon entry and ensure they are promptly assisted.
• Recognise and address customer needs by directing them to suitable counters.
• Monitor waiting customers and deploy additional sales personnel as needed.
• Directly handle complex or important customer situations to guarantee satisfaction.
• Continuously track daily sales progress across counters, motivating teams to meet or surpass targets.
• Identify underperforming counters and implement corrective measures.
• Promote cross-category sales between Gold, Diamond, Silver, and Colourstone items.
• Collaborate with Counter Heads to ensure proper staffing, display upkeep, and customer follow-ups.
• Enforce staff discipline including punctuality, uniform standards, professional communication, and showroom policies.
• Manage equitable customer assignment to sales executives, preventing conflicts and ensuring VIPs are prioritized.
• Assist sales conversions by intervening when customers hesitate or objections arise.
• Address minor customer complaints swiftly and escalate significant issues appropriately, ensuring proper resolution and reporting.
• Liaise with other departments including Billing, Orders, Repair, Software, HR, and Management for smooth showroom operations.
• Maintain showroom presentation by regular inspections of counters, displays, seating, and facilities, reporting maintenance issues promptly.
• Conduct pre-opening checks and briefings; review closing day’s performance and plan for subsequent days with management.
• Provide daily comprehensive reports covering customer visits, sales figures, lost sales analysis, staff discipline, and support needs.

Performance Indicators

• Achievement of overall sales and individual counter targets.
• Improvement in customer conversion rates and average billing values.
• Increase in Gold and Diamond sales volumes.
• Reduction of lost sales and effective complaint resolution.
• Maintenance of showroom discipline and quality customer service experience.
• Successful team coordination and cross-selling enhancement.

Authority Limits

The Floor Manager is empowered to assign staff duties, direct sales efforts, correct discipline issues, and escalate where necessary, but may not approve discounts or make pricing and financial decisions independently.

Required Skills and Qualifications

• Proven experience in jewellery retail sales.
• Exceptional skills in customer interaction and handling objections.
• Strong leadership capabilities with effective team management.
• Excellent communication and problem-solving abilities.
• Ability to perform under pressure in a fast-paced environment.
• Good knowledge of Gold and Diamond Jewellery products.
• Familiarity with jewellery software and sales reporting.
• Professional demeanor and appearance.

Desired Work Ethic and Behaviour

The Floor Manager should lead by example, maintain continuous presence on the showroom floor, promptly identify and resolve issues, and foster a team environment focused on excellent customer experience, increasing sales and maintaining discipline.

Compensation and Location

This is a full-time position based in Raipur, Chattisgarh, India offering a monthly salary ranging between INR 20,000 to 45,000.