Branch Manager

Job Description Branch Manager

Company: Bhima Gold Private Limited
Department: Retail Operations
Designation: Branch Manager
Location: Branch / Showroom
Reporting To: Regional Head / Business Head

1. Job Purpose

The Branch Manager is responsible for the overall business performance, sales, customer experience, people management, operational excellence and compliance of the assigned Bhima showroom.

The role requires strong leadership and commercial acumen to drive the branch towards its sales and profitability targets while ensuring exceptional customer service and strict adherence to Bhima's operational, security and compliance standards.

2. Key Responsibilities

A. Sales & Business Performance

• Own the overall sales and revenue targets of the branch.
• Develop and execute branch-level sales plans to achieve and exceed targets.
• Monitor daily, weekly and monthly sales performance against targets.
• Analyse product-wise, category-wise and salesperson-wise performance.
• Drive conversion, average bill value, customer walk-ins and repeat business.
• Ensure effective utilisation of leads, customer databases and CRM opportunities.
• Identify business opportunities within the branch's catchment area.
• Drive sales of gold, diamonds, precious stones and other product categories.
• Ensure achievement of applicable branch incentive and performance parameters.
• Take corrective action promptly when sales performance is below expectations.

B. Customer Experience

• Ensure every customer receives a premium and consistent Bhima experience.
• Personally handle high-value customers and critical customer interactions.
• Resolve customer complaints and escalations promptly.
• Monitor customer feedback, reviews and service quality.
• Ensure proper follow-up with customers after enquiries and purchases.
• Drive customer retention, referrals and repeat purchases.
• Ensure adherence to Bhima's customer service standards.

C. Team Management & Leadership

• Lead, motivate and develop the showroom team.
• Allocate individual targets and responsibilities to team members.
• Conduct daily briefings and regular performance reviews.
• Monitor individual productivity and sales performance.
• Coach sales staff on product knowledge, selling skills and customer handling.
• Identify training and development requirements.
• Ensure proper manpower deployment based on business requirements.
• Manage attendance, punctuality, discipline and grooming standards.
• Recommend promotions, transfers, incentives and corrective actions based on performance.
• Build a high-performance and customer-centric team culture.

D. Product & Inventory Management

• Ensure proper control and accountability of gold, diamond and other jewellery inventory.
• Monitor stock movement, transfers, displays and replenishment.
• Ensure daily reconciliation of physical stock and system records.
• Ensure compliance with gold handling, security and inventory SOPs.
• Minimise stock discrepancies, damages and operational losses.
• Ensure proper product display and visual merchandising.
• Coordinate with the concerned teams for stock requirements and replenishment.

E. Cash & Billing Operations

• Ensure strict adherence to billing and cash-handling procedures.
• Monitor cash collections, card transactions, digital payments and other receipts.
• Ensure daily cash and transaction reconciliation.
• Verify high-value transactions and required documentation.
• Ensure timely closure of daily business and financial records.
• Prevent revenue leakage, billing errors and unauthorised transactions.

F. Compliance & Operational Discipline

• Ensure complete adherence to company policies, SOPs and statutory requirements.
• Ensure compliance with KYC, AML and applicable jewellery business regulations.
• Maintain proper documentation and branch records.
• Ensure adherence to audit requirements and close audit observations within timelines.
• Implement security protocols and ensure compliance with CCTV, access control and other security requirements.
• Immediately report any fraud, theft, stock discrepancy, policy violation or serious customer complaint to management.

G. Marketing & Local Business Development

• Support local marketing and promotional initiatives.
• Build relationships with local customers, corporates, communities and relevant business networks.
• Support events, exhibitions, campaigns and festive promotions.
• Drive customer acquisition through referrals and local business development.
• Provide market intelligence and competitor information to the management team.

H. Reporting & MIS

• Submit daily, weekly and monthly branch performance reports.
• Track and report:
• Sales vs. Target
• Category-wise sales
• Individual salesperson performance
• Customer walk-ins and conversion
• Average bill value
• Leads and follow-ups
• Customer complaints
• Stock and inventory discrepancies
• Attendance and manpower status
• Analyse business trends and recommend corrective actions to management.