Job Requirements Drive customer service excellence across the regional jewellery network by ensuring efficient after-sales service, expanding service access, enhancing customer satisfaction, and improving operational effectiveness. Key Responsibilities • Manage all service centre and service network requirements across the region. • Ensure quality, timely delivery, and cost-effective execution of jewellery repairs and modifications. • Drive modification services in the region through effective processes and achieve revenue targets. • Own regional service performance on TAT, quality, revenue, and service-related initiatives. • Lead recruitment and skill development of store-based Karigars. • Roll out service programs and continuous improvement initiatives across the network. • Manage service vendors, including onboarding, performance, lead times, payments, and material reconciliation. • Collaborate with internal teams such as Commercial, Systems, and Technical Services for seamless execution and process improvements. • Monitor product quality issues, provide feedback to manufacturing teams, and support preventive actions. • Oversee Regional Service Centre operations, inventory management, and implementation of lean practices. • Act as the first point of contact for product-related customer complaints and ensure timely resolution. • Partner with franchisees on service-related developments, issues, and queries. • Represent the Voice of Customer (VOC) by sharing customer and product quality feedback from the region. • Track market trends and competitor service practices to identify improvement opportunities. Key Deliverables • On-time and high-quality servicing of customer products. • Adequate service coverage and accessibility across all boutiques. • Improved customer satisfaction for both internal and external stakeholders. • Adherence to defined service SLAs. • Improved regional NPS and CSAT scores. Candidate Profile • Graduate, Postgraduate, or Diploma holder with 3-5 years of experience in the jewellery industry, preferably in studded jewellery manufacturing, quality inspection, or service operations. Experience or certification in gemology is an advantage. • Knowledge of diamonds and coloured stones. • Good system skills and presentation capabilities. • Strong customer-service orientation. • Effective communication skills in English and Hindi. Work Experience Candidate Profile • Graduate, Postgraduate, or Diploma holder with 3-5 years of experience in the jewellery industry, preferably in studded jewellery manufacturing, quality inspection, or service operations. Experience or certification in gemology is an advantage. • Knowledge of diamonds and coloured stones. • Good system skills and presentation capabilities. • Strong customer-service orientation. • Effective communication skills in English and Hindi.