Role: Service and Experience Specialist
The Service and Experience Specialist ensures consistent service quality, operational discipline, and brand-standard execution across assigned stores in the Region. This includes grooming checks, service standards, Operational Checklist, F&B service discipline, Friends Of Aukera inventory management, and support during events and promotions.
---
2. Core Responsibilities
2.1 Service Excellence
* Conduct service audits across assigned stores.
* Evaluate customer greeting, engagement, product presentation and selling behaviour.
* Ensure service SOP adherence and brand-aligned customer experience.
* Provide feedback for NPS improvement and service consistency.
2.2 Grooming & Etiquette Standards
* Conduct grooming checks for all store staff daily/weekly.
* Ensure:
* Uniform compliance and neatness
* Personal hygiene, hair, nails, accessories within brand norms
* Name badges worn correctly
* No mobile use on shop floor
* Professional posture, communication and conduct
* Document grooming deviations and ensure corrective action.
2.3 Store Operations & F&B Readiness
* Check store environment readiness: housekeeping, lighting, scent, safety.
* Ensure F&B service standards:
* Water/refreshments offered consistently
* Serving trays, glassware/cups clean and maintained
* Hygiene practices followed
* F&B inventory (water, tea/coffee supplies) tracked and replenished
* Ensure guest areas maintain premium brand feel.
* repair and maintainance scheduling
2.4 Inventory Management & Controls
* Verify adherence to secure product handling SOPs.
* Check display upkeep and VM product alignment.
* Base Stocklist and Props assessment
* Marketing Collaterals : Stock assessment
*Quantity consumption vs. Walkin report
2.5 Friends of Aukera (FOA) – Loyalty Programme Tracking
* Ensure staff explain FOA benefits to every eligible customer.
* Audit the accuracy of customer data captured in FOA and bigin along with Store managers
* Ensure and be part of everyday Store briefing.
* Ensure communication materials (QR codes, tent cards) are visible at store.
* Identify staff/service gaps impacting FOA sign-ups.
2.6 Process Tracking & Reporting
* Maintain structured checklists for service, grooming, F&B, inventory and FOA.
* Prepare weekly audit dashboards with red/green flags.
* Track completion of action points and escalate non-compliance.
2.8 New Store Support
* Conduct pre-opening SOP readiness checks.
* Train staff on grooming, service SOPs, F&B
* Support VM, inventory setup, and system readiness.
---
3. Functional Competencies
* Service orientation and communication
* Detail orientation and discipline
* Grooming and etiquette understanding
* POS and CRM knowledge
* Reporting and checklist discipline
---
4. Behavioural Competencies
* Professional conduct
* Customer-first attitude
* Integrity and confidentiality
* Ability to collaborate with multiple store teams
* Ownership and follow-through
---
5. Ideal Background
* Retail: jewellery, fashion, beauty
* Hospitality: Premium. no fast food chain.
---
6. Growth Path (Cross-Functional)
Retail Store Leadership** – Service Manager → Cluster Manager -> Regional Manager
---
7. Work Environment & Expectations
* 70% store visits, 30% reporting
* Weekend/peak day availability
* High grooming and communication standards
* Ability to travel across cluster
Pay: ₹25,000.00 - ₹40,000.00 per month
Benefits:
- Food provided
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
