Bejoy Joy

Leading Strategy & operational Optimization for Kisna, the D2C retail arm of Hari Krishna Exports, a ₹25,000 Cr global jewellery conglomerate. Entrusted with scaling omnichannel retail, optimizing customer experience, and driving profitable growth across physical and digital commerce. Spearheading enterprise-wide technology transformation—including ERP, CRM, and automation—to enable agile decision-making, real-time visibility, and seamless customer journeys. Responsible for building high-performance teams, enhancing operational agility, and delivering sustainable business impact in a rapidly evolving luxury retail ecosystem.

Key Responsibilities:

• Optimize large-scale retail operations, ensuring seamless execution, operational standardization, and elevated customer engagement across all store formats.
• Architect and implement a unified omnichannel strategy, bridging brick-and-mortar, e-commerce, and digital platforms to deliver consistent, personalized, and data-driven customer experiences.
• Oversee all aspects of e-commerce operations, including platform performance, digital merchandising, logistics & fulfillment.
• Drive enterprise-wide process re-engineering and automation to unlock efficiencies, reduce manual intervention, and future-proof operations.
• Design and deploy scalable ERP systems, integrating cross-functional workflows—finance, supply chain, inventory, and Salesforce CRM & HR—under a cohesive digital backbone.
• Spearhead franchise development and expansion, building robust partner networks, defining operational frameworks, and ensuring ROI-driven scalability.
• Champion product lifecycle management and innovation, transforming customer insights and market trends into competitive, revenue-generating offerings.
• Assume full P&L accountability, embedding financial discipline, optimizing cost structures, and accelerating topline growth.
• Shape and execute long-range strategic roadmaps, aligning operational capabilities with corporate objectives and evolving market landscapes.
• Leverage advanced market research and competitive benchmarking to anticipate disruptions, validate strategic bets, and uncover white-space opportunities.
• Cultivate high-performing work culture, cross-disciplinary teams, fostering a culture of excellence, ownership, and continuous innovation.
• Serve as a trusted strategic partner to the board and executive leadership, influencing critical decisions on growth, digital transformation, and organizational scale.

Key Responsibilities:

Brought transformation leadership to a legacy, family-run business of 1500 Cr operating across large-format jewellery retail, resorts, and real estate verticals. Took full ownership of the group’s retail operations and expansion strategy, introducing digitization, scalable SOPs, and performance-led culture across outdated systems. Catalyzed retail modernization by integrating enterprise sales practices, process discipline, and multi-location agility—creating a future-ready foundation for scale in an otherwise traditional, non-tech environment.

• Retail Turnaround & Modernization: Led transformation of 6 large-format jewellery stores, embedding structured retail operations, data analytics, and SOP governance to drive profitability and standardization.
• Led full lifecycle execution of a 5-star resort project—from architectural planning to commissioning—and within budget.
• Achieved 22% increase in jewellery retail sales via data-backed decision-making, operational benchmarking, and integrated marketing campaigns.
• Sales Leadership & Team Structuring: Reshaped a fragmented sales force into a performance-led team with KPIs, career ladders, and productivity scorecards—enhancing field accountability and goal ownership.
• Market Expansion & Franchise Evaluation: Evaluated new city potential, explored FOFO models, and prepared feasibility frameworks for scalable growth into Tier 2 markets.
• Cross-Vertical Operational Alignment: Standardized operations across jewellery, hospitality, and real estate verticals to ensure brand consistency, cost efficiency, and strategic cohesion.
• Hospitality & Resort Optimization: Overhauled operations of flagship hospitality assets by embedding SOPs, streamlining bookings, and enhancing guest experience delivery.
• P&L Ownership & Cost Control: Managed multi-vertical P&L, ensuring fiscal discipline, margin optimization, and value creation across all business units.
• Vendor & Procurement Efficiency: Consolidated vendor ecosystem and renegotiated strategic contracts to drive procurement savings while ensuring service quality.
• Strategic Reporting & Governance: Collaborated closely with promoters and board stakeholders on strategic planning, transformation progress, and investment direction.

Held full P&L responsibility for Sales & operations of a ₹1,200 Cr legacy jewellery brand. Reported directly to the Chairman and led transformation across sales, retail operations, Exhibitions and strategic expansion. Drove organizational modernization by blending enterprise sales frameworks, customer-centric retail design, and high-performance team culture. Successfully steered large-format and boutique stores across multiple cities, integrating technology, analytics, and merchandising agility into a unified business model.

Key Responsibilities:

• Increased overall sales revenue by 36% within 18 months through a dual focus on retail transformation and B2B account penetration.
• Reduced operational costs by 18% by realigning resource allocation, renegotiating vendor contracts, and digitizing processes.
• Revamped incentive structures resulting in 20%+ improvement in store staff productivity and conversion rates.
• Built high-retention strategic alliances with wedding planners and corporate buyers, unlocking ₹100 Cr+ in annualized deal flow.
• Sales Strategy & Execution: Developed and executed scalable enterprise sales strategies across stores, driving both account expansion and retail footfall conversion.
• Retail Operations Leadership: Oversaw daily retail operations, ensuring uniform SOP implementation, premium service standards, and brand consistency across formats.
• Team Leadership & Development: Mentored and coached cross-functional teams including store heads, area managers, and cluster leads to foster a high-performance, ownership-driven culture.
• Market Expansion & Site Acquisition: Identified and negotiated high-potential locations across Tier 2 cities, strengthening regional footprint and store profitability.
• Customer-Centric Selling: Championed a deeply personalized retail experience by aligning merchandising with regional preferences and customer behavior data.
• Cross-Functional Synergy: Collaborated with merchandising, marketing, supply chain, and digital teams to synchronize campaigns, inventory, and promotional strategies and conducting exhibitions.
• Performance Analytics: Implemented data-driven dashboards to monitor sales KPIs, identify trends, and support rapid, insight-led interventions.
• Strategic Account Management: Built and nurtured relationships with HNI clients and corporate buyers, creating a pipeline of repeat, high-value business.
• Digital Commerce Enablement: Initiated digital-first transitions including WhatsApp commerce, catalog digitization, and CRM integration for customer lifecycle management.
• Budget & Cost Optimization: Led budgeting and financial planning with a focus on gross margin improvement, inventory turnover, and ROI modeling.
• Process Innovation: Standardized retail processes and introduced automation where feasible, improving store productivity and service turnaround times.

• Built i3 from concept to ₹100 Cr+ revenue, establishing the company as a market leader in the corporate and retail gifting ecosystem through bold strategy, brand positioning, and flawless execution.
• Attracted and closed venture capital funding, securing critical growth capital and investor confidence to fuel rapid expansion, product development, and team scale-up.
• Engineered and led go-to-market and omnichannel sales strategies that drove aggressive client acquisition and deep market penetration across sectors.
• Forged strategic B2B partnerships with Fortune 500 and blue-chip companies, delivering tailored solutions and securing long-term recurring business.
• Drove operational excellence through lean systems, automation, and real-time analytics, significantly improving delivery timelines, scalability, and cost control.
• Led a culture of continuous product innovation, launching a differentiated, tech-integrated gifting portfolio aligned with evolving corporate and consumer demands.
• Built and mentored a high-performance leadership team, instilling a performance-driven, ownership-led culture that fueled agility, accountability, and innovation.
• Assumed full P&L and financial accountability, consistently delivering strong EBITDA margins and optimizing working capital to support sustainable scale.
• Leveraged Salesforce, ERP, and advanced CRM platforms to transform customer lifecycle management and deliver a seamless brand experience.
• Positioned i3 as a trusted brand synonymous with premium quality, service excellence, and innovation, achieving exceptional customer satisfaction and retention.

Assistant Manager – Merchandising – Gitanjali Gems Ltd

Joined as Assistant Manager – Merchandising at Gitanjali Gems Ltd → Promoted to Category Head at Gili India Ltd

Key Achievements & Responsibilities:

• Directed a portfolio of ₹800 Cr+ across multiple retail formats, including exclusive stores, franchise outlets, and shop-in-shop counters.
• Successfully opened 10 new franchise stores, driving footprint expansion into high-potential Tier 1 and Tier 2 markets.
• Increased overall business profitability by 30% through data-driven merchandising, strategic pricing, and operational streamlining.
• Oversaw 80+ FOFO & COCO, ensuring standardized execution, visual merchandising alignment, and KPI optimization.
• Championed category growth through curated product assortments, market-responsive collections, and customer-centric merchandising strategies.
• Collaborated with marketing and retail ops teams to launch high-impact promotional campaigns, improving store-level conversions and brand recall.
• Developed robust vendor and supply chain partnerships, maintaining margin integrity, timely replenishment, and quality control.
• Analyzed sell-through, seasonality, and regional preferences to drive range planning, lifecycle management, and inventory efficiency.

January 2009 – March 2011

Key Achievements & Responsibilities:

• Managed merchandising and operational budgets for 90+ retail stores, ensuring profitability, performance tracking, and investment in growth drivers.
• Achieved significant cost savings through vendor renegotiation's, optimizing procurement without compromising service or quality standards.
• Contributed to a measurable increase in market share by supporting strategic business development and expansion into untapped regions.
• Supported cross-functional coordination for inventory planning, product launches, and promotional alignment across retail locations.
• Implemented merchandising SOPs and stock turn optimization practices, laying the foundation for scalable store rollouts across India.

• Led High-Performance Team Management – Supervised a team of 100+ employees, ensuring seamless store operations, staff productivity, and exceptional customer service in a high-demand retail environment.
• Oversaw Large-Scale Inventory & Sales – Managed inventory worth ₹150 crore, implementing stringent stock control measures to optimize product availability, minimize shrinkage, and ensure smooth replenishment cycles.
• Drove High-Value Sales Operations – Successfully handled ₹2.5 crore in daily sales, executing strategic pricing, promotions, and customer engagement initiatives to maximize revenue and enhance profitability.