Retail Service Manager - Telecom

Retail Service Manager

Opening in Leading Telecom Operator for the position of Retail Service Manager

Position: Retail Service Manager

Designation: Manager

Location: Guwahati

CTC: upto 15 Lacs

Experience: 6-12 years

Job Description:

Essence Of Role - Key Accountabilities :

- Implement the circle retail service strategy for VMS, ADVMS through improvement in customer experience

- Achieve customer satisfaction targets through VS, VMS, ADVMS

- Develop strategy to improve the walk-in retention at exclusive retail outlets

- Develop innovative mechanisms to capture the customer experience at the store and develop strategies based on MIS reports to improve the experience

- Provide feedback on competitive moves to protect base

Strategic :

- Provide inputs to the overall circle retail service strategy to drive profitability of the channel and improve customer experience

- Develop service expansion strategy by evaluating retail channel coverage and penetration

- Develop partners engagement strategy with the zone retail leads

- Develop strategies to improve customer walk-ins and customer satisfaction at retail outlets

- Develop innovative mechanisms to capture the customer experience at the retail outlets

Operational :

- Achieve customer satisfaction targets through VS, VMS, ADVMS

- Maintain high quality of service operations in VS, VMS & ADVMS as determined by quality audits

- Coordinate with the circle CS team in taking actions based on audits and developing incremental content for training programs for retail

- Provide inputs on partnership models for various service parameters across zones and branches

- Handle escalation of any service related issues through VS, VMS or ADVMS with the circle CS team

- Coordinate with zonal retail teams in conducting retail partner engagement activities for implementing the retail service strategy

- Develop strategies based on MIS reports to improve the experience

- Receive timely feedback and inputs from Zonal Retail Leads

Developments :

- Identification of development areas, and recommending the training programs / interventions

- Best practice sharing within the circle and other circles

For further details call at 8697317405