08/08/2025) Customer Relationship Management

4 weeks ago

Noida, Uttar Pradesh, India Reliance Retail Full time
Job Description

Key Responsibilities

- Set store sales plans and quotas aligned with business objectives.
- Maintain Gross Margin, SOH, Segment & Brand mix, Discount management, and other metrics as per business strategy.
- Implement production, productivity, quality, and customer service standards.
- Recommend product lines and ensure appropriate merchandise mix.
- Drive sales, margin, shrink control, inventory management and cost optimization.
- Manage commercials and statutory compliance.
- Manage performance and foster teamwork among store staff.
- Identify and develop talent for critical positions.
- Address customer feedback to improve service and processes.
- Stay updated on competition and manage customer escalations.
- Drive local events and promotions as per marketing calendar.
- Promote a Customer Obsessed Culture to prioritize customer centricity.

Key Performance Indicators

- Business Management: Gross Margin, SOH Segment & Brand mix
- Discount Management
- Brand share
- Finance - Paper/card VM Implementation.
- Achieve Nos- TGT Vs Ach, RCP, Attachment, EOL.
- Customer Experience - VOC - Participation, score, SQA, complaints, Loyalty cards.
- People Management.
- Business Acumen - profitability, Competition.
- Jio Business - Activations, Recharges, CAF Rejections

Job Requirements

1. Functional Competencies

- Operational Effectiveness
- Finance Management
- Analysis and Problem Solving
- Results Orientation

2. Behavioural Competencies

- Self-Development
- Emotional Intelligence
- Customer Service Orientation
- People Management
- Communication
- Teamwork and Collaboration

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