Job Requirements
The Store Manager / Boutique Head will be responsible for managing the overall performance of the Zoya boutique. The role includes driving sales, ensuring smooth store operations, managing customer experience, leading the store team, maintaining compliance, and achieving business targets related to sales, profitability and customer satisfaction.
- Drive store sales and ensure achievement of monthly, quarterly and annual business targets.
- Monitor sales performance regularly and take corrective actions wherever required.
- Provide inputs for annual business planning and store-level sales targets.
- Track store profitability, revenue growth and ROI.
- Review sales data and identify opportunities to improve performance.
- Ensure smooth day-to-day functioning of the boutique.
- Maintain store standards as per company guidelines.
- Ensure proper staffing, duty allocation and target setting for store team members.
- Monitor stock levels, replenishment, product mix and ageing stock.
- Ensure old gold purchase, stock tallying and inventory processes are followed as per policy.
- Coordinate with internal teams such as VM, merchandising, admin, IRSG, finance and regional teams.
- Ensure a premium and consistent customer experience in line with Zoya’s luxury positioning.
- Manage customer queries and complaints as per company guidelines.
- Build relationships with key, regular and high-value customers.
- Drive customer engagement initiatives such as birthdays, anniversaries, dormancy drives and customer meets.
- Capture and share customer feedback with relevant corporate and regional teams.
- Support the planning and execution of annual retail marketing activities.
- Work with ABM / regional teams for BTL activities, promotions, VM updates and customer engagement initiatives.
- Ensure timely rollout of national and regional schemes at the store level.
- Drive awareness and implementation of schemes such as Golden Harvest as per company policy.
- Ensure adherence to company policies, processes and code of conduct.
- Monitor attendance, grooming, leave, confidentiality, dress code and discipline within the store.
- Ensure all commercial and financial records are maintained accurately.
- Ensure compliance with regulatory and internal audit requirements.
- Minimize cases of non-compliance through regular monitoring and review.
- Lead, guide and motivate the store team to deliver business and customer goals.
- Drive a culture of performance, transparency and ownership.
- Conduct training need analysis and nominate team members for relevant training programs.
- Support retraining on new systems, policies and processes.
- Mentor team members and build a strong talent pipeline for critical roles.
- Support hiring of store staff in coordination with HR and regional teams.
- Participate in interviews and selection discussions.
- Ensure team engagement, diversity and integration within the boutique.
- Support succession planning for key store roles.
- Regional teams
- IRSG team
- Visual Merchandising team
- Merchandising team
- Finance team
- HR team
- Admin team
- Retail Operations team
- Marketing team
- Key customers
- Government officials / regulatory authorities
- Vendors and service partners, wherever applicable
Work Experience
13–15 years of overall experience, with at least 5–6 years in a similar leadership role in a luxury retail brand.
- Sales and retail operations
- Luxury customer handling
- Store profitability and business planning
- Inventory and stock management
- Stakeholder management
- Retail marketing and scheme implementation
- Compliance and process management
- Customer centricity
- Result orientation
- Team leadership
- Relationship building
- Influencing skills
- Ownership and accountability
- Problem-solving
- People development
- Achievement of sales and revenue targets
- Year-on-year business growth
- Customer satisfaction score
- Store profitability and ROI
- Stock management and inventory accuracy
- Compliance with company policies
- Team engagement and retention
- Quality of new hires
- Training effectiveness
- Reduction in customer complaints and non-compliance cases
