Position OverviewThe Jewelry Sales Associate / Supervisor is responsible for delivering a professional and personalized luxury retail experience while driving jewelry sales, developing client relationships, and maintaining high standards of product presentation and store operations. The role involves understanding customer preferences, recommending suitable jewelry, explaining product features, handling transactions, managing client follow-ups, and supporting after-sales service.
The position requires strong knowledge of jewelry products, including precious metals, diamonds, gemstones, craftsmanship, designs, collections, care requirements, and relevant product specifications. At Supervisor level, the role additionally leads and coaches the sales team, monitors sales performance, coordinates daily store operations, supports inventory control, and ensures consistent customer-service and brand standards.
Key Responsibilities
- * Welcome customers professionally and provide personalized assistance throughout the shopping experience.
- Understand customer preferences, lifestyle, occasion, budget, style, and purchase requirements through effective consultation.
- Recommend suitable jewelry pieces, collections, gemstones, precious metals, and accessories based on individual customer needs.
- Explain product materials, gemstone characteristics, craftsmanship, design details, care instructions, warranties, and relevant product information accurately.
- Maintain strong knowledge of jewelry collections, new launches, seasonal products, promotions, brand heritage, and current market trends.
- Deliver a high level of customer service consistent with luxury retail and brand standards.
- Build and maintain long-term relationships with new, repeat, VIP, and high-value customers through effective clienteling and follow-up.
- Maintain accurate customer profiles, preferences, purchase history, appointments, and communication records in CRM systems.
- Conduct proactive customer outreach regarding new collections, special occasions, promotions, appointments, events, and relevant product recommendations.
- Achieve individual and store sales targets, conversion objectives, average transaction values, and other commercial KPIs.
- Apply consultative selling, upselling, and cross-selling techniques while maintaining a customer-focused approach.
- Handle quotations, orders, payments, deposits, receipts, refunds, exchanges, and other sales transactions accurately.
- Arrange and support private appointments, VIP consultations, product demonstrations, collection launches, exhibitions, and client events.
- Provide appropriate after-sales support and coordinate with relevant teams regarding repairs, resizing, cleaning, engraving, customization, warranties, and special orders.
- Follow up with customers regarding repairs, special orders, product availability, deliveries, and other after-sales requirements.
- Handle customer complaints, product concerns, and service issues professionally and escalate complex matters when required.
- Ensure jewelry is handled, displayed, stored, packaged, and presented with appropriate care and attention.
- Maintain professional visual merchandising standards and ensure showcases, displays, lighting, signage, and product arrangements follow brand guidelines.
- Assist with receiving, tagging, replenishment, stock transfers, stock counts, cycle counts, and inventory reconciliation.
- Maintain accurate records of high-value jewelry and immediately report missing, damaged, defective, or suspicious items.
- Follow security, loss-prevention, access-control, cash-handling, product-handling, and safe-storage procedures.
- Support opening and closing procedures and maintain a clean, organized, secure, and premium showroom environment.
- Collaborate with marketing, merchandising, operations, workshop, logistics, and after-sales teams to ensure a seamless customer journey.
- Monitor customer preferences, competitor activity, market trends, and product performance and share relevant observations with management.
- Support promotional campaigns, seasonal activities, product launches, exhibitions, events, and other sales initiatives.
- Maintain accurate sales, customer, inventory, and operational documentation.
- At Supervisor level, lead and coordinate the sales team during daily store operations and ensure appropriate sales-floor coverage.
- At Supervisor level, assign daily responsibilities, coordinate staff schedules, conduct team briefings, and monitor staff readiness.
- At Supervisor level, monitor individual and team sales performance and provide coaching, motivation, and constructive feedback.
- At Supervisor level, train team members on product knowledge, jewelry presentation, selling techniques, customer service, CRM, POS, and company procedures.
- At Supervisor level, assist with recruitment, onboarding, performance evaluations, attendance management, and staff development.
- At Supervisor level, monitor store KPIs, sales performance, customer satisfaction, inventory accuracy, visual merchandising, and operational standards.
- At Supervisor level, assist management with sales reports, inventory reports, staff performance reports, promotional activities, and daily operational updates.
- At Supervisor level, support the Store Manager with stock control, events, promotions, customer engagement, operational planning, and continuous improvement initiatives.
Requirements
- * Diploma or Bachelor’s degree in Jewelry, Gemology, Luxury Retail, Fashion, Business Administration, Sales, Marketing, or a related field is preferred.
- Proven experience in jewelry, luxury retail, watches, fashion, premium retail, hospitality, or high-end customer service.
- Previous supervisory or team-lead experience is preferred for the Supervisor level.
- Strong knowledge of jewelry products, precious metals, diamonds, gemstones, craftsmanship, product care, and luxury retail standards.
- Gemological knowledge or qualifications such as GIA or other recognized jewelry-related certifications will be an advantage.
- Strong consultative selling, clienteling, upselling, cross-selling, and relationship-management skills.
- Demonstrated ability to work toward individual and team sales targets and commercial KPIs.
- Excellent communication, interpersonal, presentation, negotiation, and customer-service skills.
- Ability to build trust and long-term relationships with VIP, high-value, repeat, and prospective customers.
- Experience using POS, CRM, inventory-management, and retail systems.
- Strong understanding of inventory control, stocktaking, cash handling, product security, and loss prevention.
- Strong leadership, coaching, delegation, and team-management skills for Supervisor-level responsibilities.
- Professional appearance, polished communication style, discretion, integrity, and attention to detail.
- Ability to handle high-value merchandise responsibly and maintain confidentiality regarding customers and transactions.
- Strong organizational and time-management skills with the ability to manage multiple customers and operational priorities.
- Ability to work effectively in a target-driven, fast-paced luxury retail environment.
- Proficiency in English is required; Mandarin, Cantonese, Bahasa Malaysia, Arabic, or other customer languages are an advantage depending on the market.
- Willingness to work retail shifts, weekends, public holidays, and extended hours during peak periods, VIP appointments, and promotional events.
