Department Manager

3 weeks ago

Mumbai, India Shoppers Stop Full time

JOB DESCRIPTION

Role: Department Manager

Reporting To: Unit Head

People Reporting To DM: Customer Care Associates

Qualification: Graduate/MBA/PGDBM

Experience: Min.1 year Managerial experience

Salary: Upto 550000 p.a


Key Deliverables


Achievement of Budgeted Plan

  • Works out action plans/tactics to match requirement


Competition mapping

  • Identifies parameters to track competition
  • Builds resources and databases of information on an ongoing basis by networking
  • Creates an index and updates it


Inventory Management

  • Does process mapping for movement of stocks from receiving bay to floor
  • Initiates stock-takes as per the agreed and laid down procedure
  • Ensures effective displays with the objective of achieving greater number of stock turns
  • Plans for perpetual inventory


Customer care/customer service

  • Ensures customers are guided to enable them to avail of value added services like gift-wrapping, alterations, exchanges & other conveniences
  • Sets up processes/initiates plans to build for moments of magic, avoid customer complaints & grievances


Customer feedback

  • Sets up mechanism for recording of verbal complaints / suggestions
  • Ensures collation of data on customer complaints / suggestions and circulates it to relevant people
  • Ensures in service recovery within agreed time-line (72 hours)
  • Ensures customers queries are addressed and complaints / grievances are resolved (I.e. moments of misery are converted into moments of magic)


Manpower availability

  • Anticipates shifts in customer entry pattern and directs supervisors to schedule CCA availability accordingly


Floor presentation

  • Understands the Visual Merchandising plan and customer buying process and translates the VM plan to match local needs and as per stock availability
  • Communicates the above to supervisors


Arrangement of stock in space allocated as per plan

  • Creates display plan of merchandise for his sections on the basis of underlying principles
  • Communicates the display plan and the underlying principles to the supervisors for the purpose of execution


Analysis and reporting

  • Analyzes available data, identifies causes and suggests solutions
  • Identifies all reports that need to be generated with frequency, schedules and identifies sources of information
  • Ensures compliance


Shrinkage control

  • Identifies most pilfered products and common methods of pilferage

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