Job Requirements
Drive customer service excellence across the regional jewellery network by ensuring productive 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

📌 Regional Service Centre Incharge (Ahmedabad)
🏢 Titan
📍 Ahmedabad