Area Retail Lead - Telecom

About the job:

Area Retail Lead:

The Area Retail Lead spearheads delivery of all lines of businesses in the catchments assigned. He/ She maximizes extraction while providing quality service to customers. Both Retail teams & Broadband teams roll up to this role holder. He/She would drive engagement with residential societies (RWAs) to make us the preferred Service provider as well as ensure successful In-store operations.

Key Deliverables:

Retail Store Operations:

Strategic Store Rollouts - Ensuring all store deployment processes are completed in time for launch of stores (staffing/ inventory/ IT).

Store Operations/ Compliance/ Profitability:

- Ensure & Own compliance with all defined SOPs.

- Co-ordination with Zonal/ Circle / Central cross-functional teams to ensure required operational support (e.g. service processes, activations processes, ops, updates etc).

- Understand and analyze store/ zone level analytics reports (KPIs) to identify issues, areas of improvement, deviations etc.

- Monitor all competitor activities and share recommendations for response.

- Ensure escalations are handled within the stated TAT.

- Is responsible to drive and achieve stores profitability through delivery of agreed revenue & cost plan.

- To ensure deployment of agreed programs across all stores.

Broadband Operations:

- Enhance acquisition quality.

- Drive growth in contribution from higher rental plans.

- Mark territories for TSMs and drive productivity growth.

- Increase the Tag utilization in Low Utilized NEs and buildings.

- Working closely with Channel Partners and TSMs to support closure of leads.

- Drive engagement with residential societies (RWAs) to make us the preferred service provider.

Customer Service:

- Provide best in class services to customers while keeping Detractor Index in check.

- Ensure total compliance of CE guidelines & processes.

- Ensure Circle support to manage exceptional escalations, if required.

People development & Team management:

- Ensure seamless supply of quality manpower at the stores & field.

- Control TSMs & SM attrition by ensuring constant training programs, improving quality of recruitment, driving Rewards and Recognition and ensuring proper on boarding process.