Jewelry Store – Operations Manager (Retail Multi-Location)

Job description:

Applicants must have previous jewelry retail experience. Applications from candidates without direct jewelry industry experience will not be considered.

Mulu Jewellery is a family-owned business with over 30 years of experience, specializing in handcrafted, personalized jewelry designed and manufactured exclusively by us. Our passion for exceptional craftsmanship and distinctive design has taken us across the globe to source the world’s finest gemstones, which are then meticulously crafted in Italy to create timeless, high-quality pieces.

Our hallmark is personalized birthstone jewelry, each piece designed to celebrate personal connections and life's special moments. Nothing says 'I know you' like a handpicked, custom-designed birthstone piece, whether it’s a ring, necklace, or bracelet, all crafted with care and precision. At Mulu, we believe jewelry is more than an accessory, it’s a way to express individuality and commemorate milestones.

Our Prestigious Locations:

• Scarborough Town Centre ( Flagship Store )
• Square One Shopping Centre
• Oshawa Centre
• Upper Canada Mall
• Oshawa Centre
• Erin Mills Town Centre

Luxury Jewelry Operations Manager – Multi-Location Mulu Jewelry | Greater Toronto Area

Location: GTA (Travel required between all Mulu Jewelry locations)

Employment Type: Full-Time

Compensation: Competitive Salary + Performance Bonus

About Mulu Jewelry

Mulu Jewelry is a rapidly growing fine jewelry brand specializing in custom jewelry, natural diamonds, lab diamonds, Moissanite Diamonds, and exceptional client experiences. With multiple locations across the Greater Toronto Area, we are committed to delivering luxury, craftsmanship, and personalized service while maintaining the highest operational standards.

As we continue to expand, we are seeking a highly organized, hands-on, and experienced Luxury Jewelry Operations Manager to oversee the operational excellence of our retail network.

Our Locations

• Scarborough Town Centre (Flagship Store)
• Square One Shopping Centre
• Oshawa Centre
• Upper Canada Mall
• Erin Mills Town Centre
• Markville Shopping Centre

Role Overview

The Luxury Jewelry Operations Manager will be responsible for ensuring operational consistency, accountability, and excellence across all Mulu Jewelry locations.

This role combines leadership, field operations, team development, inventory control, repair coordination, and performance management. The ideal candidate thrives in a fast-paced luxury retail environment and possesses the ability to motivate teams while implementing systems that support growth.

Reporting directly to ownership, this individual will play a critical role in scaling the organization and elevating the Mulu Jewelry experience.

Key ResponsibilitiesMulti-Location Operations Leadership

• Conduct regular visits to all Mulu Jewelry locations to ensure operational excellence.
• Ensure company standards and procedures are consistently executed.
• Monitor opening and closing procedures across all stores.
• Maintain luxury presentation standards, merchandising, and overall store appearance.
• Identify operational inefficiencies and implement solutions.

Team Leadership & Development

• Recruit, interview, and assist in hiring high-performing team members.
• Coach, mentor, and develop store teams to maximize performance.
• Conduct regular performance evaluations and provide constructive feedback.
• Foster a culture of accountability, professionalism, and excellence.
• Support onboarding and ongoing employee development.

Sales Performance & KPI Management

• Monitor sales performance across all locations.
• Track and analyze key performance indicators, including:
• Sales versus targets
• Appointment bookings
• Custom order conversions
• Financing presentations
• Average transaction values
• Team productivity
• Develop action plans to improve underperforming locations.
• Collaborate with ownership on sales initiatives and promotional strategies.

Inventory Management

• Oversee inventory control procedures across all locations.
• Conduct inventory spot checks and cycle counts.
• Ensure monthly inventory audits are completed accurately.
• Investigate inventory discrepancies and implement corrective measures.
• Develop strategies to minimize shrinkage and improve inventory accuracy.

Repair Operations

• Manage and oversee the repair process between stores and the repair office.
• Ensure repairs are documented, tracked, and completed within expected timelines.
• Monitor outstanding repairs and provide timely updates to store teams.
• Coordinate urgent repair requests when necessary.
• Improve repair processes to enhance efficiency and customer satisfaction.

Client Experience & Brand Standards

• Ensure every customer receives a luxury, personalized shopping experience.
• Reinforce Mulu Jewelry's clienteling standards and service expectations.
• Support teams in handling escalated customer concerns professionally.
• Maintain the prestige and reputation of the Mulu Jewelry brand.

Reporting & CommunicationDaily Reporting

Provide updates regarding:

• Stores visited
• Operational issues identified
• Team concerns
• Repair activities
• Inventory discrepancies
• Corrective actions implemented

Weekly Reporting

Prepare summaries on:

• Sales performance
• Staffing and hiring updates
• Inventory findings
• Repair status
• Training progress
• Recommendations for improvement

Ideal Candidate Profile

• Minimum 5 years of multi-unit retail management experience, preferably in luxury retail.
• Experience managing teams across multiple locations.
• Strong leadership and coaching abilities.
• Proven track record of driving performance and accountability.
• Exceptional organizational and problem-solving skills.
• Strong analytical skills with experience using KPIs to drive results.
• Excellent communication and interpersonal skills.
• Experience in fine jewelry, luxury watches, fashion, or premium retail environments is strongly preferred.
• Proficient in Microsoft Excel and Google Workspace.
• Valid Ontario driver's license and access to a reliable vehicle.
• Flexible availability, including occasional evenings and weekends.

What Mulu Jewelry Offers

• Competitive salary package
• Performance-based bonus opportunities
• Employee discounts on Mulu Jewelry collections
• Opportunities for advancement within a growing luxury brand
• The opportunity to play a key leadership role in shaping the future of Mulu Jewelry

Success in This Role Means

• Consistent execution of luxury standards across all locations.
• Improved sales performance and team accountability.
• Reduced owner involvement in day-to-day operational issues.
• Efficient repair and inventory systems.
• Stronger hiring, onboarding, and training processes.
• A high-performing culture focused on excellence and exceptional client experiences.

Base Salary: CAD $55,000 – $65,000 per year

• Performance Bonus: Up to $10,000 – $20,000+ annually based on:
• Monthly sales targets
• Store profitability
• Team KPI performance
• Inventory shrinkage control
• Training and retention

How to Apply

Please submit your resume along with a cover letter outlining your luxury retail experience and why you would be an excellent fit for this role.

Email: [email protected]

Mulu Jewelry

Where Luxury Meets Craftsmanship.

Job Type: Full-time

Benefits:

• Dental care
• Extended health care
• Flexible schedule
• On-site parking
• Store discount
• Vision care

Application question(s):

• Do you have at least 3 years of experience working in the jewelry industry ?
• Have you managed a jewelry store or jewelry sales team ?
• Please list the jewelry companies or jewelry stores where you have worked.
• How many years of jewelry retail experience do you have ?

Experience:

• Jewelry Store Management : 5 years (required)

Work Location: In person