KISNA - Sales Executive / CSA
Job Role
To create memorable customer experiences by delivering expert jewellery consultation, promoting diamond jewellery with confidence, building lifelong customer relationships, achieving business targets, and representing the KISNA brand with excellence, integrity, and professionalism.
Job Description
KISNA CSA is responsible for delivering an exceptional luxury shopping experience by understanding customer needs, recommending suitable jewellery, achieving sales targets, increasing diamond sales, building long-term customer relationships, and maintaining the highest standards of store operations and brand representation.
KRA - KPI - TARGET
KRA (Key Result Area) Weightage/Target
Sales Performance 35%
Diamond Sales & KPI 20%
Customer Relationship & Experiences 10%
KMR Performance 20%
Inventory Management 5%
Learning & Development 5%
SOP & Compliance 5%
KPI (Key Performance) Target
Sales Performance 100%
Diamond Sales 70% Mix of Total Achievement
Customer Relationship & Experiences CSAT 100%
KMR Performance 100%
Staff Productivity & Inventory Management Zero Stock Deviation & Damage
Learning & Development 100% (of actual learning hours)
SOP & Compliance 100%
Detailed KPI/ Core Skill Set:
Monthly Sales Achievement of 100%. Maintain the set target Average Bill Value(1L). Ensure Conversion 80% conversion. Unit per transaction ≥ 2. Up sales Standard. 100% of Diamond Target Achievement with ≥70% mix of self/total achievement.
Customer Experiences CSAT ≥ 95% (positive feedback). Google reviews & ratings = total numbers of footfall & social. Zero Complaints with TAT of 24hrs. BTL Customer data collection 30/day with genuine approach & numbers. Birthday / Anniversary celebrations 80% of the actual celebrations data. To ensure to achieve the in store & outdoor BTL target. Repeat customers in store visit & sales /KMR conversion. Appointment bookings thru BTL & online lead. To generate 50% Customer referral data of the total bills generated.
Ensure to achieve ≥ 100% of KMR scheme enrolments value Target should 5% of the total sales target & KMR qty should be minimum 40% of the total monthly bills. Smooth closure 0f 100% KMR qty & re-enrolments should be 40% of the closure qty.
Improve efficiencies thru footfall handled, Sales per hour, attendance, late coming & grooming. Ensure the standard VM compliance, Display maintenance, Counter hygiene, Inventory accuracy 100% , No damage & QC fail, proper tag , stock handling , billing accuracy with zero error , Store SOP compliance 100%.
Training completion (post Joining training HO & regular training classes). Should ensure 100% of the weekly training (LnD) hours. Employee Individual observations points: professional grooming, positive attitude, team collaborations, communication skills, product & process knowledge & confident, high standard of customer shopping experiences (entry to exit), initiatives, integrity, discipline & ownership.
Performance Monthly Score Card:
Employee performance Score Performance Rating
95-100 & above Diamond Performer Badge
90- Platinum Performer Badge
80- Gold Performer Badge
70- Silver Performer Badge
60- Bronze Performer Badge
Below 60 Improvement required
3 Months Continuous performance <60 Lead to PIP
Key Roles & Responsibilities: Sales & Revenue Generation
Achieve daily, weekly, monthly, and annual sales targets.
Drive diamond jewellery sales in line with company objectives.
Increase Average Bill Value (ABV) through upselling and cross-selling.
Maximize Units Per Transaction (UPT).
Promote premium collections and new launches.
Convert walk-in customers into buyers.
Achieve assigned category-wise sales targets (Diamond, Gold, Platinum, Solitaire, Bridal, etc.).
Support store profitability through quality selling.
omer Engagement & Relationship Management :
Welcome every customer professionally.
Understand customer requirements, occasions, and budget.
Recommend suitable jewellery based on lifestyle and preferences.
Build trust through honest product consultation.
Deliver a personalized luxury shopping experience.
Resolve customer queries confidently.
Build long-term customer relationships.
Encourage repeat purchases.
Generate referrals from satisfied customers.
3. Diamond Selling Excellence :
Present diamonds as the first recommendation whenever appropriate.
Explain the value of diamonds using the 4Cs (Cut, Colour, Clarity, Carat).
Demonstrate premium collections confidently.
Promote solitaire and bridal jewellery.
Handle customer objections effectively.
Increase Diamond Mix percentage.
Upsell customers from gold to diamond jewellery where suitable.
4. Customer Experience :
Deliver premium hospitality throughout the customer journey.
Offer refreshments where applicable.
Maintain excellent grooming and etiquette.
Escort customers throughout the showroom.
Ensure quick response to customer needs.
Create memorable buying experiences.
Collect customer feedback after every purchase. Encourage Google reviews and testimonials.
5. CRM & Customer Follow-up :
Capture complete customer information.
Update CRM accurately.
Conduct follow-up calls and WhatsApp communication.
Send birthday and anniversary wishes.
Invite customers for new launches and events.
Follow up on pending quotations.
Reactivate inactive customers.
Maintain customer confidentiality.
6. KMR Scheme Promotion :
Explain KMR benefits clearly.
Enrol eligible customers.
Convert KMR customers into jewellery buyers.
Monthly KMR payment updates to customers.
Track maturity dates & KMR Closure calling.
Contact customers before scheme maturity.
Promote upgrade purchases.
7. Product Knowledge:
Maintain detailed knowledge of all jewellery collections.
Stay updated on new launches.
Understand diamond grading and certification.
Explain gold purity and hallmarks.
Understand gemstone basics.
Keep track of pricing and offers.
Attend regular product training.
8. Product Knowledge:
Maintain display standards.
Ensure jewellery is properly arranged.
Assist in stock counting.
Maintain inventory accuracy.
Report damaged or missing items immediately.
Follow opening and closing procedures.
Maintain showroom cleanliness.
9. Billing & Documentation
Prepare accurate billing documents.
Verify customer information before billing.
Assist in exchange and buyback transactions.
Complete documentation for finance schemes.
Maintain billing accuracy.
Support audit compliance.
10. Inventory Management
Handle jewellery carefully.
Ensure proper product tagging.
Monitor fast-moving products.
Report stock shortages.
Support stock transfers.
Participate in inventory audits.
11. Marketing(BTL/Digital) Support
Inform customers about promotions.
Promote festive campaigns.
Support local marketing events.
Participate in exhibitions and roadshows.
Generate customer referrals.
Assist in social media content where required.
12. Team Collaboration
Support fellow team members.
Share best-selling practices.
Participate in daily briefings.
Assist during peak business hours.
Maintain positive workplace behaviour.
13. Compliance & Security
Follow all SOPs.
Adhere to jewellery security protocols.
Maintain confidentiality.
Follow cash handling procedures.
Comply with company policies.
Ensure ethical selling practices.
2 - 8 Years
20 Openings
2.0 - 4.0 Lac/Yr
Online interview
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