AM- Regional Customer Service (Jewellery) @ Titan Company

Job Description

Job Title: Assistant Manager Regional Customer Service (Jewellery)
Company: Titan Company Ltd
Location: Bengaluru / Ahmedabad
Experience: 35 Years
Function: Customer Service / Operations / Luxury Retail

Role Summary:

Lead end-to-end regional jewellery service operations, managing service centres, vendors and store karigars to deliver superior customer experience, high service quality and strong SLA performance.

Key Responsibilities:

• Own territory/regional service centre and network operations.
  
• Manage after-sales service including repairs, alterations and quality control.
  
• Drive service TAT, quality, revenue and process improvement initiatives.
  
• Lead modification services and achieve service revenue targets.
  
• Anchor Karigar recruitment and skill development programs.
  
• Develop and manage service vendors across the region.
  
• Act as first-level SPOC for product-related customer complaints.
  
• Manage franchisee service issues and escalations.
  
• Coordinate with internal teams (technical services, commercial systems, supply chain).
  
• Share VOC and product quality feedback with manufacturing teams.
  
• Implement lean and continuous improvement practices.
  
• Track competitor activity and market trends.
  

Key Deliverables:

• On-time service delivery with superior quality.
  
• High NPS / CSAT for the region.
  
• SLA compliance across all boutiques.
  
• Strong service access and network coverage.
  

Ideal Candidate:

• Graduate/Postgraduate/Diploma with 35 years in jewellery service or manufacturing.
  
• Experience in studied jewellery inspection / production preferred.
  
• Certification in Gemology / Diamonds / Colour stones is a plus.
  
• Strong stakeholder management and leadership skills.
  
• High customer orientation with excellent communication.
  
• Languages: English, Kannada

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Jewellery Operations Regional Service Manager After Sales Gold Karigar Management Diamond Certification Luxury Retail Vendor Management Service TAT Gemology