Bejoy Joy

Leading Strategy & operational Optimization for Kisna, the D2C retail arm of Hari Krishna Exports, a ₹20,000 Cr global jewellery conglomerate. Entrusted with scaling omnichannel retail, optimizing customer experience, and driving profitable growth across physical and digital commerce. Spearheading strategy, transformation familyrun company to corporate and policy driven, Operation excellence, 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

• Delivered blueprint for 500 retail franchisees & road map for nest 5 years and set miles stone towards 10000 Cr D2C model.
• 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 1200 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-to-exit: 0 → ₹100 Cr GMV in 5 yrs → 100 % acquisition by Blackhawk Network; investor IRR 42 %.
• Capital raise: ₹35 Cr Series-A (2 family offices); designed carried-interest pool.
• 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:

• Managed ₹800 Cr P&L across 90 stores 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 90+ 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.