Jewelry sales associate/Supervisor

Position overview

Sales and client service

• Welcome customers and provide personalized assistance throughout the shopping experience.
• Identify customer preferences, requirements, budget, style, occasion, and purchase intentions through consultation.
• Present and recommend suitable jewelry, collections, designs, gemstones, precious metals, and related products.
• Explain product features, materials, craftsmanship, design details, care instructions, warranties, and relevant product information accurately.
• Maintain knowledge of collections, new launches, seasonal products, promotions, brand heritage, and market trends.
• Deliver luxury customer service consistent with company and brand standards.
• Build long-term customer relationships through clienteling, follow-ups, personalized recommendations, and after-sales communication.
• Maintain customer profiles, preferences, purchase histories, appointments, and communications in CRM systems.
• Develop relationships with VIP, high-net-worth, repeat, and potential clients with appropriate confidentiality.
• Achieve sales targets and KPIs using consultative selling, upselling, and cross-selling while maintaining a customer-focused approach.
• Arrange appointments, private consultations, product demonstrations, VIP events, and collection launches.
• Handle quotations, orders, payments, receipts, refunds, exchanges, deposits, and other transactions accurately.

Store operations and after-sales

• Handle, display, store, package, and present jewelry with appropriate care.
• Maintain visual merchandising standards for displays, showcases, lighting, signage, and product arrangements.
• Conduct stock checks and assist with receiving, transfers, replenishment, stocktaking, tagging, and inventory reconciliation.
• Maintain records of high-value products and report missing, damaged, defective, or suspicious items promptly.
• Follow security, loss-prevention, access-control, product-handling, and safe-storage procedures.
• Coordinate with workshop, repair, production, logistics, and after-sales teams on repairs, resizing, customization, cleaning, engraving, warranties, and special orders.
• Follow up with customers regarding repairs, special orders, availability, deliveries, and other after-sales needs.
• Handle customer complaints and service issues professionally and escalate complex matters as needed.
• Support marketing campaigns, promotions, collection launches, trunk shows, exhibitions, private events, and other sales initiatives.
• Monitor competitors, customer preferences, market trends, and luxury retail developments and share observations with management.
• Maintain a clean, organized, secure, premium store environment and follow company policies, SOPs, ethical standards, and applicable retail requirements.

Supervisor responsibilities

• Lead and coordinate the sales team during daily store operations and maintain suitable sales-floor coverage.
• Assign daily responsibilities, coordinate schedules, and conduct team briefings.
• Monitor individual and team sales performance and provide coaching, motivation, and constructive feedback.
• Train employees on jewelry knowledge, product presentation, selling, customer service, CRM use, and company procedures.
• Assist with recruitment, onboarding, performance reviews, attendance management, and staff development.
• Monitor store KPIs, sales, inventory accuracy, customer satisfaction, and operational standards.
• Assist management with sales, inventory, staff performance, and daily operational reports.
• Support the Store Manager with planning, merchandising, stock control, events, promotions, and continuous improvement.

Qualifications and experience

• A 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, gemstones, craftsmanship, product care, and luxury retail standards.
• Gemological knowledge or GIA or other recognized jewelry-related certification is advantageous.

Skills and capabilities

• Strong consultative selling, upselling, cross-selling, clienteling, and relationship-management skills.
• Ability to work toward individual and team sales targets and commercial KPIs.
• Excellent communication, interpersonal, presentation, and negotiation skills; customer-service mindset and ability to build trust.
• Experience using POS, CRM, inventory management, and retail systems.
• Understanding of inventory control, stocktaking, product security, cash handling, and loss prevention.
• Strong leadership and coaching skills for Supervisor-level responsibilities.
• Professional appearance, discretion, integrity, attention to detail, organization, and time management.
• Ability to handle high-value merchandise responsibly and maintain client and transaction confidentiality.
• Ability to manage multiple customers and operational priorities in a target-driven, fast-paced luxury retail environment.

Language and schedule

• Fluency in English is required; Mandarin, Cantonese, Arabic, or other customer languages are advantageous.
• Willingness to work retail shifts, weekends, public holidays, and extended hours during peak periods, VIP events, and promotional campaigns.