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.
- Valuable system skills and presentation capabilities.
- Strong customer-service orientation.
- Effective communication skills in English and Hindi.

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