New Store Operations Roadmap Boosts Jeweler’s Future Success

The client is a leading, privately owned fine jewelry retailer with stores across the United States. Faced with intense competition and industry disruptions, such as the lab-grown diamond market, the company’s leadership wanted to reinforce its position as a market leader by streamlining and simplifying store operations, removing associate hurdles that compromised the customer experience, and enhancing customer engagement. ​

Parker Avery’s store operations experts worked closely with the client’s store teams to examine the jeweler’s complex store processes and transactions and identify opportunities to simplify and improve efficiency and the customer experience.​

The scope of the store operations consulting project included:​

• Merchandise receiving, shipping, transfers, price changes, and item holds​
• Regular sales transactions, returns, trade-ins, exchanges, layaways, warranty replacements, and custom orders​
• Omnichannel integration​
• Shop work, item maintenance, and appraisals​
• Customer communications​

Through intense, geographically diverse store visits and interviews at the store, field, and corporate levels, the team documented observations, findings, and key themes on customer friction points, associate hurdles, and technology challenges. ​

Parker Avery deliverables included:​

• Detailed process and technology challenges observed during the current-state assessment​
• Specific recommendations and training opportunities to improve customer engagement and associate effectiveness​
• A comprehensive store operations roadmap and high-level organizational change plan​