Floor Manager

UJJWAL JEWELLERSJOB DESCRIPTION – FLOOR MANAGERPositionFloor Manager – Retail Jewellery Showroom

Reports ToSales Manager / Management

Main Purpose of the RoleThe Floor Manager is responsible for ensuring that the entire showroom floor operates smoothly, customers are attended to properly, sales opportunities are maximised, and all counters maintain Ujjwal Jewellers' standards of discipline, presentation and customer service.

The Floor Manager acts as the link between Management, Counter Heads and Sales Team during showroom operations.

• KEY RESPONSIBILITIES1. Customer Floor ManagementEnsure every customer entering the showroom is greeted and attended to promptly.
• Identify customer requirements and guide them to the appropriate counter.
• Ensure customers are never left unattended.
• Monitor waiting customers and arrange additional sales staff whenever required.
• Personally intervene in important or difficult customer situations.
• Ensure customers receive a premium and consistent showroom experience.
• 2. Sales MonitoringMonitor sales activity across all counters throughout the day.
• Keep track of daily showroom and counter-wise sales targets.
• Push the sales team towards achieving daily, weekly and monthly targets.
• Identify counters with low customer conversion and take corrective action.
• Encourage cross-selling between Gold, Diamond, Silver, Colourstone and other categories.
• Ensure sales staff actively show suitable alternatives instead of losing a customer because a particular design is unavailable.

3. Counter CoordinationCoordinate with all Counter Heads to ensure:

• Counters remain properly staffed.
• Staff remain in their assigned sections.
• Jewellery display remains organised and presentable.
• Customer requirements are properly followed up.
• Required stock/design requests are communicated.
• Pending customer orders or enquiries are followed up.
• Counter Heads remain responsible for their teams and performance.

4. Staff Discipline on the FloorEnsure that:

• Staff report to their counters on time.
• Staff do not unnecessarily move between counters.
• Staff maintain proper uniform and grooming.
• Staff communicate in a low and professional tone.
• Personal conversations are avoided during customer hours.
• Customers are given priority over internal work.
• Mobile phone and showroom discipline policies are followed.

Any repeated discipline issue should be reported to HR and Management.

• 5. Customer AllocationEnsure fair and efficient allocation of customers among sales executives.
• Allocate customers according to category knowledge and availability.
• Prevent disputes among staff regarding customer ownership.
• Reallocate customers when the concerned salesperson is occupied.
• Ensure VIP/high-value customers receive appropriate attention.

6. Sales Conversion SupportThe Floor Manager should intervene when:

• A customer is unable to make a decision.
• Price objections arise.
• Additional designs/categories need to be shown.
• A senior person's involvement can help close the sale.
• The customer is likely to leave without purchasing.

The Floor Manager should actively work towards improving walk-in-to-billing conversion.

• 7. Customer ComplaintsListen to customer complaints calmly.
• Resolve minor issues immediately wherever possible.
• Escalate pricing, product, exchange, repair or policy-related matters to the authorised person.
• Never argue with a customer.
• Ensure every complaint is properly closed and communicated to Management.

8. Coordination With Other DepartmentsThe Floor Manager will coordinate with:

Billing:

For smooth and quick customer billing.

Order Department:

For customer orders and delivery commitments.

Repair Department:

For customer repair/service requirements.

Tagging / Jewellery Software Team:

For stock availability and system-related requirements.

HR:

For attendance, discipline, grooming and staff-related matters.

Management:

For approvals, important customers and major sales decisions.

• 9. Showroom PresentationConduct regular rounds of the showroom.
• Ensure counters remain clean and organised.
• Ensure jewellery trays and displays are properly maintained.
• Ensure no unnecessary items are visible on counters.
• Check that customer seating and hospitality arrangements are maintained.
• Immediately report lighting, AC, housekeeping or maintenance problems.

10. Opening ResponsibilitiesBefore customer hours:

• Check staff presence at counters.
• Check grooming and uniform.
• Ensure counters are ready for customers.
• Conduct a short morning sales briefing.
• Communicate daily sales focus/targets.
• Communicate important customer appointments and follow-ups.

11. Closing ResponsibilitiesBefore closing:

• Review total showroom sales.
• Review counter-wise performance.
• Review important customer follow-ups.
• Check unresolved customer issues.
• Discuss major observations with the Sales Manager/Management.
• Prepare priorities for the following day.

DAILY FLOOR MANAGER REPORTThe Floor Manager should report:

1. Total customer walk-ins
2. Approximate conversion/billing count
3. Counter-wise sales
4. Gold sales in grams
5. Diamond sales in carats/value
6. Silver sales
7. Important customers attended
8. Lost-sale reasons
9. Customer complaints
10. Important enquiries/follow-ups
11. Staff/discipline issues
12. Stock/design requirements noticed
13. Any support required from Management

KEY PERFORMANCE INDICATORS – KPIThe Floor Manager's performance should primarily be measured on:

• Overall showroom sales achievement
• Customer conversion rate
• Counter-wise target achievement
• Average billing/customer value improvement
• Gold & Diamond sales performance
• Lost-sale reduction
• Customer service quality
• Floor discipline
• Customer complaint resolution
• Cross-selling performance
• Follow-up completion
• Team coordination

AUTHORITY OF FLOOR MANAGERThe Floor Manager is authorised to:

• Allocate/reallocate sales staff to customers.
• Direct sales executives and counter teams during showroom hours.
• Intervene in customer handling and sales closure.
• Correct floor discipline immediately.
• Call Counter Heads for support.
• Escalate staff issues to HR.
• Escalate commercial decisions to Management.

The Floor Manager cannot independently approve discounts, alter company pricing/policies, purchase stock, make financial commitments or promise exceptions to customers without authorised approval.

• REQUIRED SKILLSStrong jewellery retail sales experience
• Excellent customer-handling skills
• Leadership and team-management ability
• Strong communication skills
• Ability to handle pressure during busy periods
• Good understanding of Gold and Diamond Jewellery
• Ability to close sales and handle objections
• Good observation and problem-solving ability
• Basic understanding of jewellery software and reports
• Professional appearance and behaviour

EXPECTED BEHAVIOURThe Floor Manager must:

Lead by example rather than only giving instructions.

He/she should remain visible on the showroom floor, continuously observe customers and staff, quickly identify problems and ensure that the entire team works towards one objective:

BETTER CUSTOMER EXPERIENCE + BETTER CONVERSION + HIGHER SALES + STRONG FLOOR DISCIPLINE