07/05 Alice Minz
HR at Bharti Airtel

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Airtel - Zonal Own Retail Manager - Customer Experience (4-6 yrs) Premium

Karnataka/Mysore Job Code: 694715

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

Women-friendly workplace:

Maternity and Paternity Benefits

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