JOB DESCRIPTION
SPOC — Line of Business Operations
Company: Manubhai Jewellers Location: Mumbai (Borivali / Thane) Reports To: Category Head (respective LOB) Level: Assistant Head (Senior to a group of 4-5 executives)
POSITION SUMMARY
The SPOC (Single Point of Contact) is a critical operational leadership role within the Merchandising function. The SPOC serves as the operational backbone of their Line of Business, handling vendor coordination, exhibition and dispatch management, audit resolution, query management, vendor price negotiation, and oversight of inventory processing activities — enabling the Category Head to focus on strategic merchandising decisions.
This role bridges strategy and execution, ensuring that day-to-day operations run smoothly while maintaining vendor confidentiality and LOB-specific expertise.
APPLICABLE LINES OF BUSINESS
- Gold, Duo, DBI & Silver
- Heritage & Polki
- Diamonds & Solitaires
KEY RESPONSIBILITIES
A. Direct Execution (SPOC as Doer)
#
Responsibility
Details
1
Follow-up on Vendor Advances
Track outstanding advances; coordinate with vendors for recovery; maintain advance register; escalate overdue advances
2
Resolution of Audit Queries
Handle stock audit discrepancies; investigate root causes; coordinate with store and IP teams; prepare resolution documentation
3
Replies to High CP Queries
Prepare detailed explanations for cost price escalations flagged by directors; gather supporting data; draft responses
4
Replies to Low GP Queries
Analyse and explain low gross profit items; identify causes (wastage, pricing, vendor rates); recommend corrective actions
5
Tag Detail Mismatch Resolution
Resolve discrepancies flagged by store and IP teams; coordinate corrections; ensure system accuracy
6
Exhibition & Dispatch Management
Coordinate end-to-end exhibition dispatch process; follow up with vendor and showroom for dispatch readiness; obtain product valuations for insurance purposes; ensure all product documentation is complete and accurate prior to dispatch relating to backend team
7
Marketing Photoshoot Coordination
Liaise with the marketing team for product photoshoot requirements; understand brief and selection criteria; curate and arrange products from vendor if needed and share the product details and images with marketing
8
Vendor Price Negotiation & Master Accuracy
Negotiate pricing with new and existing vendors on initial rates shared; validate and finalize pricing in coordination with the Category Head; ensure system master data reflects finalized prices accurately
B. Oversight Responsibilities (SPOC as Overseer)
#
Responsibility
Doer
SPOC Role
9
Ageing Returns Negotiation
Counter Merchandiser
Oversee negotiation progress; ensure timely closure; escalate stuck items
10
Sale-to-Vendor Settlements
Team/Executive
Follow-up for timely STV entry closure; monitor settlement cycle; flag delays
11
OG Product Re-attribution
Counter Merchandiser
Oversee accuracy; ensure correct categorization
12
Attribute Tagging
Team/Executive
Quality control; spot-check accuracy; address tagging errors
13
BOM/PL Accuracy
Team/Executive
Verify accuracy; audit entries; flag discrepancies
14
Vendor Invoice Calling
Team/Executive
Ensure TAT compliance; track pending invoices; escalate delays
KEY PERFORMANCE INDICATORS (KPIs)
KPI
Definition
Target
Vendor Advance Recovery Rate
% of advances recovered within 30 days
>90%
Audit Query Resolution TAT
Days to close audit queries
<5 days
CP/GP Query Response TAT
Days to respond to director queries
<2 days
Tag Mismatch Resolution TAT
Days to resolve tag discrepancies
<3 days
STV Closure Rate
% of STV entries closed within cycle
>95%
Attribute Tagging Accuracy
% correctly tagged first time
>98%
BOM/PL Accuracy
% error-free entries
>98%
Invoice Calling TAT
Days from PL completion to invoice receipt
<3 days
Exhibition Dispatch Readiness
% of exhibitions dispatched on time with complete documentation
>95%
Vendor Price Master Accuracy
% of finalized vendor prices correctly updated in system
>99%
REQUIRED QUALIFICATIONS
Education
- Graduate in any discipline (Commerce preferred)
- MBA/PGDM is a plus but not mandatory
Experience
- Minimum 3-5 years in jewelry retail operations, merchandising, or inventory management
- Prior experience in a jewelry retail organization strongly preferred
- Experience managing a team of 3-5 executives
- Exposure to exhibition/event logistics and vendor negotiations preferred
Skills & Competencies
Category
Requirements
Technical
Understanding of jewelry inventory processes (receiving, QC, PL/BOM, invoicing); Proficiency in inventory management systems/ERP
Analytical
Ability to analyze CP/GP variances; Root cause analysis for discrepancies; Data interpretation for audit queries; Vendor pricing analysis
Communication
Clear written communication (for query responses); Vendor negotiation skills; Cross-functional coordination; Marketing team liaison
Ownership
High accountability; Proactive follow-up; Escalation judgment
Attention to Detail
Accuracy in documentation; Quality oversight; Error detection; Insurance valuation accuracy
BEHAVIORAL COMPETENCIES (Aligned to Manubhai Values)
Value
Expected Behaviour
Junoon (Passion)
Takes personal ownership of operational excellence; doesn't let issues slip
Results Matter
Meets KPIs consistently; focuses on closure, not activity
Dangal (High Agency)
Solves problems without waiting for escalation; figures things out
We Before Me
Collaborates across store, IP, merchandising, and marketing teams; shares information openly
REPORTING RELATIONSHIPS
Relationship
Details
Reports To
Category Head (respective LOB)
Supervises
4-5 executives (attribute tagging, PL/BOM, invoice calling, STV)
Coordinates With
Counter Merchandisers, Store Team, IP Team (Neha's team), Accounts, Marketing Team, Vendors
KEY INTERNAL STAKEHOLDERS
Stakeholder
Interaction
Category Head
Daily updates; query escalations; performance review; price negotiation sign-off
Counter Merchandisers
Oversight of ageing returns, OG re-attribution
IP Team (Neha)
Handoff at invoice stage; tag mismatch resolution
Store Team
Query resolution; tag mismatch handling; exhibition stock coordination
Accounts
Vendor advance tracking; STV settlement coordination
Marketing Team
Photoshoot product coordination
Vendors
Price negotiation; advance recovery; invoice follow-up
Directors (Hiren/Samir)
Query responses (via Category Head)
CAREER PATH
Current Role
Potential Next Role
Timeline
SPOC
Counter Merchandiser (Senior)
Lateral
SPOC
Assistant Category Head
2-3 years
SPOC
Category Head
4-5 years
WORK CONDITIONS
Aspect
Details
Location
Head Office (Borivali) with occasional store and vendor visits
Work Hours
Standard business hours; extended during audit/month-end/exhibition periods
Travel
Minimal (occasional vendor visits, store visits, exhibition coordination)
WHAT SUCCESS LOOKS LIKE
In First 30 Days:
- Understands LOB-specific vendor landscape and advance positions
- Maps all pending audit queries and creates resolution plan
- Establishes rhythm with Counter Merchandisers and Team Executives
- Gets familiar with exhibition calendar and upcoming dispatch requirements
In First 90 Days:
- Closes backlog of audit queries
- Demonstrates improvement in STV closure cycle
- Handles CP/GP queries independently (with Category Head review)
- Builds trust with IP team on handoff quality
- Successfully executes first exhibition dispatch end-to-end
In First 6 Months:
- All KPIs consistently met
- Category Head spends <10% time on operational issues
- Recognized as go-to person for LOB operational matters
- Vendor pricing negotiations handled confidently with Category Head alignment
- Proactively identifies and resolves issues before escalation
SELECTION CRITERIA
Must-Have:
- Jewelry retail operations experience
- Team management experience
- Strong follow-up and closure orientation
- System proficiency (ERP/inventory systems)
- Comfort with vendor-facing communication and negotiation
Good-to-Have:
- Experience in same LOB (Gold/Heritage/Diamonds)
- Vendor relationship and price negotiation experience
- Exhibition or event logistics experience
- Audit/compliance background
Red Flags:
- Passive/reactive approach ("waiting for instructions")
- Poor attention to detail
- Inability to work with data/systems
- Weak cross-functional collaboration
- Discomfort with vendor-facing conversations
Pay: ₹25,000.00 - ₹50,000.00 per month
Benefits:
Work Location: In person
