Zonal Manager - Franchise Retail

Job Title: Zonal Manager Franchise Retail

Job Level: Sr. Manager

Function: Retail

Location : Circle locations

Reporting to : FRBM

Purpose of the Job :

This role will responsible for managing operations and expansion of company store & ensure they deliver a best in class experience. This role will liaison with Circles, marketing & CS to ensure that stores receive the requisite support, while complying totally with defined guidelines. The role will manage 4-6 FRM's and around 45-60 channel partners. The objective of the role is to ensure implementation of retail strategy effectively and grow postpaid share in the given market.

Deliverables :

Strategic :

- Postpaid growth in the given market

- Improved & adequate infrastructure

- Drive customer centricity among all stores to ensure best service

- Improvement in NPS

Infrastructure :

- Expansion of company stores as per the location strategy

- New stores productivity as per the guidelines

- Ensure all new franchisees partners are aligned & imbibe serve to sell as way of life

Business :

- Drive Postpaid growth & profitability

- Significant QOQ improvement in postpaid sales numbers as per the expected growth.

- Drive all LOB's through franchise Stores

- Drive the relevant focus products at all times.

- Monitor performance at store level and put into action plans of improvement

- Local area catchment programs in conjunction with Circle marketing team

- Quality of sales focus - reduction in decay, HRP%, data attach & same store growth

Store Operations :

- Management of all vendor & partner relationships

- Maximize efficiency of Circle support processes to ensure error free retail operations

- Ensuring total compliance with all defined processes & systems

- Identification of issues & areas of improvement based on on-going analysis of KPIs

People Development / Team Management :

- 100% trained & certified team of FRMs & Store staff.

- Hire and train good quality store managers for stores.

- Ensure deployment of national training initiatives; supplement through local inputs

Customer Experience :

- Drive Zero faults & failures

- Reduction in complaints from the customers

- Drive Zero PNP from partners

- Responsibility for delivery of agreed service KPI- s

- Identify areas of improvement & ensure implementation of programs in its true spirit

Challenges

- Resolution of conflicting directions between service & sales process/ manpower attrition/ managing franchisee/ delivery of profitability/ geographical spread of operations

Decision level

Prime: Final Decision Making authority, accountable to the Management

1. Business targets

2. Staff quality

3. Service Issues if any

4. Channel performance

5. FRM development Shared: Decisions reached jointly with peers on a collective basis

1) Transition plan

2) Customer Experience Delivery

3) New Stores location

4) Local catchment programs & Compliance

5) Appointment of new franchisees. Contributory: Makes a major contribution to a decision or policy judgment reached by others

1. Channel plan for the region.

Demonstrate (Key competencies) :

- Business and commercial acumen

- Customer centric & process orientation

- Leadership, Enterprising and entrepreneurial

- Team Management & Influencing skills

Educational Level Must have:

MBA or equivalent Business Management Diploma

Working Experience Must have :

- 6-8- years experience. Must have exposure in retail operations.

Dimensions :

Impact of position on :

Primary focus on postpaid, Retail footprint & Customer experience

No. of Subordinates :

Direct - FRMs - 4-6

Indirect - 45-60 channel partners & 250-350 executives (Showroom managers & off-role CRO- s)

Reporting Manager