General Manager – Sales & Operations

Location: Colombo, Sri Lanka (Flagship Store)

Industry: Luxury Retail – Fine Jewelry & Gemstones

About the Company

Our client is a preeminent luxury jewelry and gemstone house in Sri Lanka, celebrated for its exquisite craftsmanship, ethical sourcing, and a legacy of serving an elite global and local clientele. With a flagship presence in the heart of Colombo, the brand represents the pinnacle of elegance and high-end retail excellence.

We are seeking a visionary and commercially astute General Manager – Sales & Operations to lead the flagship store to new heights of operational efficiency and revenue growth.

Role Purpose

The General Manager will be the custodian of the brand’s retail excellence. This role is responsible for overseeing the end-to-end operations of the flagship store, driving high-value sales strategies, and ensuring that every client experiences the gold standard of luxury service. You will bridge the gap between creative artistry and commercial success, managing a high-performance team and maintaining the highest levels of inventory integrity.

Key Responsibilities

1. Strategic Sales & Revenue Growth

Sales Leadership: Develop and execute strategic sales plans to achieve and exceed monthly and annual revenue targets.
HNW Client Management: Personally manage relationships with High-Net-Worth (HNW) individuals, VIPs, and corporate clients, facilitating bespoke sales and high-value transactions.
Marketing Collaboration: Partner with the marketing team to design exclusive in-store events, private viewings, and seasonal promotions that drive footfall and brand loyalty.

2. Operational Excellence

Store Management: Oversee daily store operations, ensuring the boutique reflects the brand’s luxury aesthetic at all times (visual merchandising, lighting, and ambiance).
Inventory Control: Implement rigorous stock management and security protocols for high-value gemstones and jewelry pieces. Conduct regular audits to ensure zero discrepancy.
Process Optimization: Streamline point-of-sale (POS) processes, CRM data entry, and after-sales service workflows.

3. Team Leadership & Development

Performance Culture: Lead, mentor, and motivate a team of luxury sales consultants and support staff to achieve peak performance.
Training: Implement continuous training programs focusing on product knowledge (gemology), luxury etiquette, and consultative selling techniques.
KPI Management: Set clear performance benchmarks and conduct regular appraisals to ensure a high-achieving team environment.

4. Client Experience & CRM

Luxury Service Standards: Ensure the "White Glove" service standard is maintained across all touchpoints of the customer journey.
CRM Utilization: Oversee the CRM database to track client preferences, anniversaries, and purchase history, enabling personalized outreach and retention strategies.

Candidate Profile

Qualifications & Experience

Experience: Minimum of 10–15 years in Retail Management, with at least 5 years in a senior leadership role within the Luxury Sector (Jewelry, Watches, or High-end Fashion).
Industry Knowledge: A deep understanding of the jewelry industry, including gemstones, precious metals, and luxury market trends. (A certification in Gemology is a significant advantage).
Education: Bachelor’s degree in Business Administration, Marketing, or a related field. An MBA is preferred.

Skills & Attributes

Commercial Savvy: A proven track record of driving revenue in a high-ticket, consultative sales environment.
Operational Rigor: Strong experience in managing high-value inventory and complex retail logistics.
Interpersonal Excellence: Polished communication and presentation skills, with the ability to engage comfortably with local and international elite circles.
Leadership: A natural leader who inspires confidence and maintains a high standard of professional ethics.