Metro - Senior Manager - Complementary & B2C Business

Senior Manager - Complementary & B2C Business

We are seeking a dynamic and experienced Senior Manager to lead our COMPLEMENTARY & B2C business division in the organized retail industry. The Senior Manager will be responsible for a wide range of critical key result areas, including KPI tracking, customer insights, promotional planning, and more. This role requires a strategic mindset, strong analytical skills, and the ability to collaborate with cross-functional teams to drive the success of our COMPLEMENTARY & B2C operations.

Key Responsibilities:

KPIs Tracking and Analytics:

- Daily tracking of store Key Performance Indicators (KPIs). Identify gaps in performance and collaborate with the Marketing, Operations, and Offer Management teams to implement effective solutions.

- Prioritize regular store visits and floor observations to gain valuable insights into customer behavior.

Voice of the Customer (VOCs) & Customer Insights:

- Conduct comprehensive VOCs & do analysis, including NPS, tele-callings, dipsticks, and focus group discussions (FGDs).

- Translate VOC insights into actionable strategies to enhance customer satisfaction.

Loyalty Program Lead & Collaboration:

- Partner closely as loyalty program Lead, to drive strategic initiatives and projects within the COMPLEMENTARY business.

Activation SPOC with CRM:

- Serve as the Single Point of Contact (SPOC) for activation-related activities, ensuring the buying conversion, retention & frequency for the COMPLEMENTARY & B2C segment.

Promo Planning & Marketing Collaboration:

- Contribute to the conceptualization and definition of promotional processes.

- Working closely with marketing team on developing marketing plan & execution.

- Analyze the performance of promotional campaigns and make data-driven recommendations for future improvements.

Media Efficacy Report:

- Create and maintain reports evaluating the effectiveness of media and advertising efforts.

Competitor Analysis:

- Conduct market visits to understand competitors and stay informed about industry trends.

- Act as the Single Point of Contact (SPOC) for PBM-related activities, including list creation and tracking.

Regional Inputs for Monthly Planning:

- Provide strategic inputs for the monthly planning process based on region-specific insights.

New Initiatives:

- Develop and execute new initiatives aimed at enhancing the overall customer experience.

NSOs Sustainability:

- Conduct thorough market research before store openings, including market visits, competition analysis, assortment deep-dives, and customer-focused group discussions.

- Ensure a smooth transition and business continuity post-store opening.