Customer Service Manager

CSM

Key Deliverables
Store Operations & Audit / Compliance:

• Adherence of Store Operations in line with pre-defined SOPs
• Ensure that the look and feel of the store is as per guidelines/standards
• Track efficient Cash handling; prevent shoplifting / ensure safety and security
• Visual merchandising as per plan / guidelines
• Inventory and stock management to prevent stock-outs or excess Inventory
• KPI reporting as per guidelines and on-time
Strategic Roll outs:

• Accountable for clearing store for formal launch as per pre-defined procedure across dimensions (e.g. manpower/ furniture & fittings/ IT/ device inventory)
• Manage closure of current store during refit & conversion
Profitability:

• To achieve the target on conversion from the walk in customers in terms of Sales from new acquisitions & upsell
• To ensure required MIS & tracking at CRO levels
• Manage Store expenses are as per plan
• Provide suggestions /feedback to improve store productivity
People Development / Team Management:

• To ensure daily roistering & briefing to outsourced store staff
• Ensure that attrition issues (planned & unplanned) are escalated for timely resolution
• Ensure motivation & development of outsourced store staff
Customer Experience:

• Ensure adherence to CE guidelines
• Manage staff allocation based on demand at point in time
• Personally step in to handle demanding customers
• Provide suggestions for improvements in CE
Function: Sales Reporting To: Zonal Own Retail Manager Job Level: Executive/ Senior Executive

Purpose of the Job Located in the store, this role has direct responsibility for the successful running of the Airtel store. The person will ensure compliance with agreed guidelines to deliver a best in class experience & ensure store revenue & cost targets are met.
Key Deliverables
Store Operations & Audit / Compliance:

• Adherence of Store Operations in line with pre-defined SOPs
• Ensure that the look and feel of the store is as per guidelines/standards
• Track efficient Cash handling; prevent shoplifting / ensure safety and security
• Visual merchandising as per plan / guidelines
• Inventory and stock management to prevent stock-outs or excess Inventory
• KPI reporting as per guidelines and on-time
Strategic Roll outs:

• Accountable for clearing store for formal launch as per pre-defined procedure across dimensions (e.g. manpower/ furniture & fittings/ IT/ device inventory)
• Manage closure of current store during refit & conversion
Skills Required

• High energy
• Strong process orientation
• Project management skills
• Appreciation of need for Customer Experience delivery
• Building & nurturing partnerships
• Influencing skills
Profitability:

• To achieve the target on conversion from the walk in customers in terms of Sales from new acquisitions & upsell
• To ensure required MIS & tracking at CRO levels
• Manage Store expenses are as per plan
• Provide suggestions /feedback to improve store productivity
People Development / Team Management:

• To ensure daily roistering & briefing to outsourced store staff
• Ensure that attrition issues (planned & unplanned) are escalated for timely resolution
• Ensure motivation & development of outsourced store staff
Customer Experience:

• Ensure adherence to CE guidelines
• Manage staff allocation based on demand at point in time
• Personally step in to handle demanding customers
• Provide suggestions for improvements in CE

Educational Qualifications
• Must have: Post-graduation, MBA or equivalent Business Management Diploma Work Experience
• Must have: 4-6 years' work experience. At least 2 years in a Retail Business operations role."
Experience LevelExecutive Level

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