Head – Sales & Operations

The Head– Sales & Operations, Singapore will be responsible for leading the overall sales, retail operations and business performance of Bhima Gold's Singapore operations.

The role will have end-to-end responsibility for sales revenue, profitability, showroom operations, customer experience, team performance, inventory management, business development, marketing execution and operational excellence.

The incumbent will be expected to build Bhima Gold's presence in Singapore, strengthen the customer base, increase sales productivity and establish the brand as a trusted and preferred jeweler destination for the Singapore market.

The role requires a strong combination of commercial acumen, sales leadership, operational discipline, customer orientation and strategic thinking.

2. Key Responsibilities

A. Sales Leadership & Revenue Growth

• Own the overall sales strategy and revenue targets for Bhima Gold Singapore.
• Develop annual, quarterly, monthly and weekly sales plans.
• Set sales targets by showroom, category, salesperson and product segment.
• Monitor daily, weekly and monthly sales performance against targets.
• Drive sales conversion, average transaction value and customer retention.
• Identify opportunities to increase sales of Gold, Diamonds, Silver, Platinum and other jewellery categories.
• Develop strategies to increase repeat purchases and customer lifetime value.
• Analyse sales trends, customer preferences and product performance.
• Develop corrective action plans for underperforming stores, teams or product categories.
• Drive achievement of sales and profitability targets.

B. Retail & Showroom Operations

• Take overall ownership of day-to-day showroom operations.
• Ensure smooth opening, closing and functioning of the showroom.
• Ensure adherence to Bhima's SOPs, policies and operating standards.
• Maintain high standards of showroom presentation, product display and visual merchandising.
• Ensure seamless coordination between sales, inventory, finance, security and support functions.
• Monitor operational productivity and identify opportunities for improvement.
• Ensure effective implementation of new processes, systems and operational initiatives.
• Maintain high standards of professionalism and customer service.

C. Jewelers Inventory & Stock Management

• Ensure effective management and control of high-value jewellery inventory.
• Monitor stock movement, ageing, category mix and availability.
• Ensure strict adherence to stock handling, reconciliation and security procedures.
• Coordinate with the central merchandising/procurement team to ensure the right product mix.
• Analyse fast-moving and slow-moving products and recommend appropriate actions.
• Minimise inventory losses, discrepancies and operational risks.
• Ensure compliance with all internal controls relating to high-value merchandise.

D. Customer Experience & Relationship Management

• Build a strong customer-centric culture across the Singapore operation.
• Ensure every customer receives a premium and consistent Bhima experience.
• Develop strategies to improve customer acquisition, engagement and retention.
• Establish strong relationships with high-value customers, HNI customers and repeat customers.
• Drive customer relationship management and database development.
• Handle and resolve escalated customer complaints and service issues.
• Monitor customer feedback and convert insights into operational improvements.
• Develop loyalty and relationship-building initiatives.

E. Business Development

• Identify new customer segments and business opportunities within Singapore.
• Develop relationships with Indian, NRI and other relevant customer communities.
• Explore partnerships with corporates, community organisations, wedding/event partners and other relevant channels.
• Develop opportunities for institutional and corporate sales.
• Support expansion plans, new showroom opportunities and other growth initiatives.
• Conduct competitor analysis and provide recommendations to management.
• Track developments in Singapore's jewellery and luxury retail market.

F. Marketing & Promotional Activities

• Work closely with the Marketing team to develop and execute local sales campaigns.
• Translate corporate marketing strategies into Singapore-specific initiatives.
• Drive showroom events, customer engagement programmes, exhibitions and promotional activities.
• Support ATL, BTL, digital and community marketing initiatives.
• Evaluate campaign effectiveness based on footfall, leads, conversions and revenue.
• Identify opportunities to strengthen Bhima's brand awareness in Singapore.
• Build strong local visibility while maintaining consistency with Bhima's global brand identity.

G. Team Leadership & People Management

• Lead, coach and motivate the sales and operations team.
• Establish clear KPIs and KRAs for all team members.
• Conduct regular performance reviews and business huddles.
• Identify training and development needs.
• Develop sales capability in product knowledge, selling skills, customer engagement and closing techniques.
• Build a high-performance and customer-focused culture.
• Work with HR on recruitment, manpower planning, performance management and employee engagement.
• Identify high-potential employees and develop succession plans.
• Ensure discipline, attendance and adherence to company policies.

H. Sales Training & Capability Building

Develop and implement structured training covering:

• Jewellery product knowledge
• Gold and diamond knowledge
• Product presentation
• Consultative selling
• Customer profiling
• Need identification
• Cross-selling and up-selling
• Objection handling
• Negotiation and closing
• Customer relationship management
• After-sales service
• Singapore customer expectations
• Compliance and ethical selling

I. Financial & P&L Management

• Take responsibility for sales profitability and operating performance.
• Work with Finance to establish budgets and business plans.
• Monitor revenue, gross margins, operating expenses and profitability.
• Identify opportunities for cost optimisation.
• Monitor discounting and promotional effectiveness.
• Evaluate ROI of marketing and business development initiatives.
• Present monthly business performance reports to senior management.
• Develop action plans to improve profitability and productivity.

J. Compliance, Risk & Governance

• Ensure strict compliance with Singapore laws, company policies and internal controls.
• Ensure proper documentation and audit readiness.
• Maintain high standards of inventory security and loss prevention.
• Ensure compliance with applicable jewellery retail, customer due diligence and financial transaction requirements.
• Work closely with Finance, HR, Legal, Compliance and Security teams.
• Ensure all operational risks are identified and appropriately mitigated.

K. Reporting & Business Reviews

Prepare and present regular management reports covering:

• Sales revenue
• Sales target achievement
• Gross margin
• Product/category performance
• Customer acquisition
• Customer retention
• Conversion rate
• Average transaction value
• Salesperson productivity
• Inventory position
• Stock ageing
• Marketing ROI
• Operating expenses
• Profitability
• Customer complaints and service metrics

Conduct daily, weekly and monthly business reviews and ensure timely corrective actions.

3. Key Performance Indicators

The success of the role will primarily be measured through:

Sales & Commercial

• Revenue growth
• Achievement of monthly/annual sales targets
• Gross margin
• Profitability
• Average transaction value
• Sales conversion rate
• Repeat customer sales

Customer

• Customer satisfaction
• Customer retention
• New customer acquisition
• Customer database growth
• Complaint resolution

Operations

• Inventory accuracy
• Stock ageing
• Inventory turnover
• Operational cost control
• SOP compliance
• Audit performance

People

• Sales productivity per employee
• Employee retention
• Training completion
• Individual target achievement
• Team engagement and performance

Business Development

• New partnerships
• New customer segments
• Events and activations
• Corporate sales
• Market expansion opportunities

4. Candidate Profile

Education

• Bachelor's degree in Business Administration, Retail Management, Marketing, Finance or related discipline.
• MBA / PGDM preferred.

Experience

• 12–18+ years of experience, preferably with significant experience in Jewellery retail, Luxury retail, Premium consumer retail, Multi-store, retail, Sales & operations leadership
• Experience managing a P&L and large sales/retail team is preferred.
• Singapore retail experience will be an advantage.
• Experience managing high-value products and inventory will be strongly preferred.

5. Key Competencies

The candidate should demonstrate:

• Strong commercial and business acumen
• Exceptional sales leadership
• Retail operations expertise
• P&L understanding
• Strategic thinking
• Strong analytical ability
• Customer-centric mindset
• High-value inventory management
• Negotiation and influencing skills
• Team leadership and people development
• Problem-solving ability
• Strong execution orientation
• Excellent communication and presentation skills
• Ability to work in a multicultural environment
• Strong integrity and ethical standards

6. Preferred Jewelry Industry Knowledge

Candidates from the jewelry sector should ideally possess knowledge of:

• Gold jeweler
• 22K / 18K gold
• Diamonds and diamond grading
• Platinum and silver
• Making charges and pricing
• Gold exchange/buyback
• Jewellery purchase plans
• Bridal jewellery
• Traditional and contemporary jewellery
• Customer buying behaviour
• Jewellery inventory management
• High-value transaction management

7. Leadership Expectations

The Head– Sales & Operations is expected to function as the business leader for Bhima Gold Singapore, rather than only as a showroom or sales manager.

The individual should be capable of:

Strategy → Sales Plan → Team Execution → Customer Experience →Operational Control → Profitability

Theperson should work closely with the Managing Director and corporate functions in India/Singapore to translate Bhima's overall business objectives into measurable Singapore business results.

Ideal Candidate

The ideal candidate will be a strong sales-oriented business leader with deep operational discipline, who can personally drive revenue while simultaneously building a high-performing team and scalable retail operation.

The individual should have the maturity to manage a premium jewellery business where customer trust, product knowledge, service excellence, inventory security and commercial performance are equally important.

Primary Objective:

To make Bhima Gold Singapore a

high-performing, profitable and customer-centric jewellery business with sustainable revenue growth, strong brand presence and operational excellence.