Retail Service Manager - Mobile Service Provider

Preference - Female Candidates

We are looking for a Retail Service Manager - with a leading mobile service provider based in Delhi.

Job Details :

Location : Delhi

Circle : UP West Circle

Grade : Manager

Department : Circle Operations

Reports to : Circle Retail Head

CTC : 13 L - 15 L

Experience : 5 -7 years of service experience in retail industry / consumer goods / auto/ telecom

Education : Graduate, Pref MBA

Main Responsibilities :

The Retail service manager is responsible for driving service strategy and managing operations across customer service touch points.

Essence of role :

- Implement the circle retail service strategy for stores, Mini Stores through improvement in customer experience

- Achieve customer satisfaction targets through stores, Mini Stores.

- 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

Key Responsibility :

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 stores, Mini Stores etc

- Maintain high quality of service operations across all customer touch points 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 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

Developmental :

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

- Best practice sharing - within the circle and other circles

Required Experience/ Skills:

- Multi-national, multi-geography team leadership experience to bring in best practices

- Experience with distribution planning and channel implementation

- P&L management skills

- Ability to lead a retail channel, with large number of retail stores of varying sizes and complexity

- Ability to manage in dynamic, high-growth, high-uncertainty environments

- Influencing skills, effective relationship management skills and proven ability to function within a matrix-organisation

- Independent thought leadership and drive to execute - should be a recognized industry leader in his/ her specific area of competence

If the above role excites you, Kindly share your updated resume and latest photograph with the below mentioned details -

Current Location :
Ok to Relocate to Mumbai :
Ed Qualification - Institute & Year :
Post Graduation - Part time/ Full time / Executive :
DOB & Age :
Total Exp (Yrs) :
Exp in Product Management :
Are you in a Team Handling Role, If yes Number of Direct Reportees on Papers :
Please specify the Revenue streams handled ( U & R, Acquisition, Roaming etc) - details pls :
Please describe your current role briefly :
Current Company :
Current Designation :
Hierarchy in your current Organisation :
Current CTC (Fixed +Variable) :
Expected CTC :
Notice Period :

Ruchika Bhardwaj
Founder - Partner
Team Workoid
+91 99711-53531