Airtel - Zonal Own Retail Manager - Customer Experience (4-6 yrs)
Job Title: Zonal Own Retail Manager
Job Level: Manager
Function: Retail
Location: Circle locations
Reporting to : Circle Own retail head
Purpose of the Job :
This role will oversee the successful operation of between 15-20 Airtel stores (ARC & AEO) to ensure they deliver a best in class experience. This role will liaison with Circle Sales & CS to ensure that stores receive the requisite support while complying totally with defined guidelines.
Deliverables (Maximum 5-6 key responsibilities)
1. Strategic Rollouts :
- End to end responsibility from start of construction till store opening
- Ensuring all support processes are completed in time for launch (fit out/ staffing/ inventory/ IT)
- Manage contractor/ vendor relationships
- Oversee closure of current store during conversion
2. Store Operations & Audit / Compliance :
- Co-ordination with Zonal Sales & CS to ensure required operational support (e.g. inventory control, service processes, merchandising etc)
- Ensure compliance with all defined operations procedures
- Understand and analyze Store / Zone level Analytics Reports (KPIs) to identify issues, areas of improvement, deviations etc.
- Monitor competitor activities & share recommendations for response
3. Profitability :
- Is responsible to drive and achieve store/ franchisee profitability through delivery of agreed revenue & cost plan
- Own plan for nonperforming stores (including closure recommendation)
- To ensure deployment of agreed programs across all the stores
4. People Development / Team Management :
- Ensure seamless supply of quality manpower in store
- Own the personal development of Store Managers & outsourced Store Staff
- Support the hiring process by identifying talent
- Identify gaps & recommend solutions to improve the induction & training strategy for store staff
5. Customer Experience :
- Ensure total compliance of CE guidelines
- Ensure implementation of agreed action plans
- Ensure Circle support to manage exceptional escalations, as required
- Train Store Managers and Associates to handle demanding customer
Challenges :
- Ensuring timely rollout of new stores
- Management of vendor/ franchisee relations
- Delivery of revenue& cost targets
- Ensuring timely support from Circle operations
- The geographical distance between stores
Decision level :
a) Prime: Final Decision-Making authority, accountable to the Management
1) Management of Daily Store Operations for the zone
2) Ensuring timely support system for the Store managers
b) Shared: Decisions reached jointly with peers on a collective basis
1) Customer Satisfaction
2) The profitability of the store operation
c) Contributory: Makes a major contribution to a decision or policy judgment reached by others
1) Retail & rollout strategy
2) Acquisition & Up-selling Strategy
3) People development
Demonstrate (Key competencies) :
- High energy
- Strong process orientation
- Project management skills
- Appreciation of need for Customer Experience delivery
- Building & nurturing partnerships
Educational Level Must have:
- MBA or equivalent Business Management Diploma
Working Experience Must have:
- 4 - 6years. At least 2 years in a retail Business Operations role
- Preferred sectors: Handset retail, Modern retail
Dimensions :
Impact of position on :
Primary focus on postpaid, Retail footprint & Customer experience
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