Designation : Senior Experience Associate Department : Retail Operations Role Overview The Senior Experience Associate is responsible for delivering an elevated and personalized customer experience while ensuring excellence in day-to-day retail operations. As a senior member of the store team, the role combines luxury selling, relationship management, operational discipline, and team mentorship to drive performance and uphold premium brand standards. Acting as a floor leader and brand ambassador, the role creates memorable customer interactions, supports seamless store operations, and mentors team members to consistently deliver a refined luxury retail experience. Responsibilities Elevated Customer Experience ● Deliver a personalized, warm, and premium shopping experience to every customer while acting as a true brand ambassador representing the elegance and values of the brand. ● Provide styling consultation and expert product knowledge on silver craftsmanship, hallmarking, purity, gemstones, and collections to guide confident purchase decisions. ● Understand customer preferences and recommend suitable jewellery pieces for self-purchase, gifting, and special occasions through a consultative selling approach. ● Build and nurture strong customer relationships through proactive follow-ups, repeat engagement, loyalty building, and relationship-led selling to drive repeat business. ● Manage after-sales support including polishing, repairs, exchanges, and service coordination while resolving customer concerns and escalations professionally to ensure positive brand sentiment. Sales Performance ● Achieve individual and store sales targets through consultative selling while maximizing conversion, average bill value, and units per transaction. ● Identify upselling and cross-selling opportunities across collections to enhance customer value and overall store performance. ● Support product launches, festive sales periods, and in-store events while maintaining awareness of fast-moving products and customer buying trends. Retail Operations Excellence ● Maintain impeccable visual merchandising and premium store presentation standards, ensuring showcases, counters, and customer areas are always customer-ready. ● Execute inventory checks, cycle counts, and high-value stock counts with complete accuracy to ensure stock integrity. ● Oversee secure stock movement from vault/storage to the sales floor in line with defined processes and security protocols. ● Support billing, POS operations, cash handling, and daily opening/closing procedures to ensure smooth store functioning. ● Coordinate with internal teams for replenishment, transfers, and stock availability while ensuring compliance with audits, shrinkage controls, SOPs, and company policies. Leadership & Mentorship ● Support the Store Manager in daily briefings, team readiness, and target alignment to ensure smooth store operations. ● Mentor and coach Experience Associates on service etiquette, product knowledge, and selling skills to enhance team capability. ● Support onboarding and training of new team members, ensuring alignment with brand standards and store processes. ● Lead the sales floor during peak hours or in the absence of the Store Manager, handle escalations confidently, and foster a positive, collaborative, high-performance team culture. Candidate Profile: ● 3 to 5 years of experience in retail sales, preferably in luxury jewellery, watches, premium fashion, lifestyle, or beauty brands. ● Proven track record of achieving sales targets and delivering strong customer service outcomes. ● Strong understanding of retail selling, customer servicing, and store operations. ● Knowledge of POS systems, billing, CRM tools, and inventory processes. ● Exposure to visual merchandising and premium store presentation standards. ● Basic understanding of silver jewellery, hallmarking, and product care preferred. ● Strong interpersonal and relationship-building skills with the ability to create lasting connections with customers and team members. ● Excellent grooming, elegance, and professional presence aligned with luxury retail brand standards. ● Customer-centric mindset with a passion for service excellence, high ownership, reliability, and strong attention to detail. ● Leadership potential with the ability to guide junior team members, lead by example, and support the Store Manager in driving targets and floor discipline. ● Strong verbal and written communication skills with confidence to engage premium customers, explain products and styling suggestions. ● Preferred Age Range: 26 to 32 years ● Communication Level: Strong verbal communication with professional customer handling, able to engage premium customers confidently, handle escalations, and build long-term customer relationships. English plus local language fluency.