Reports to : Cluster Manager Direct Reports : Assistant Store Manager/ CSD/ ADM- AA / Maintenance Executive/ BDC Competencies Retail Operations Excellence People Management. Market Intelligence. Strategic Decision Making. Customer Focus. Good understanding of P/L.
Key Responsibilities: Customer Interception Validates course corrections vis--vis Mystery Audit Review reports, observation sheet analyses and plans submitted by DMs & HC. Conducts, records, analyses and plans for remedial actions vs-a-vis observations related to customer greetings by security staff and valet. Reverse Ushers customer in the section. Store VM / Marketing Review
Plans a Monthly Floor Walk with the Area Marketing to Refresh Store VM - Observations to be documented in the register Plans and executes a monthly store catchment activity with Area Marketing (CSR , business) this is reported in a MOR
Store Look and Feel Review Uses checklists t to conduct weekly review with Store Maintenance
Service Recovery Interact with customer, resolve store escalations Daily review & follow up on pending complaints within their store Escalate & seek Cluster Mgr support where required to resolve escalations
People Self and Staff Grooming Reviews Staff Grooming during Floor walk Responsible for overall disciplinary standards to be maintained in the store
Reward and Recognition Identifies high performers for Rewards & Recognition(R & R) Conducts R&R with the Area HR regularly Ensure Sign- Off for Time & Attendance of entire store for payroll processing Monitors incentive pay-outs - Monthly
Training Reviews the effectiveness of trainings conducted with Area Trainer Plans training programs for Senior CEMs and support roles Updates self-knowledge by attending training programs when nominated. Tracks training assessment performance of team
People Health Check Conducts Skip Level Meeting with Customer Experience Managers - Monthly ESS Action Plans, delegation, reviews execution Monthly
Briefing Conduct Store Briefing every Saturday, BIG Days, to communicate any new initiative/ process/ policies
MEASUREMENTS AND TARGETS Senior CEM Review Reviews category sales v/s target - Daily Reviews shrinkage report - Daily Reviews customer service management dash board with Senior CEM- Weekly
Head Cashier Review Reviews Account Sale (financial checks to be done by Head Cashier and noted in the observation sheets for HCs) Conducts OPEX review Conducts markdown review Does monthly analysis on Store EBIT Prepares a plan and executes to achieve 100% EBIT Analyses all performance v/s targets and plans for corrective actions if required.
Store EBIT Does monthly analysis on Store EBIT Prepares a plan and executes to achieve 100% EBIT Analyses all performance v/s targets and plans for corrective actions if required.
Inventory Review Accesss defective non OL inventory data and seeks approval for write off Monthly
Range review Reviews display group range target v/s actual - Weekly Devises action Plan for over range (plan for liquidation) and under range (escalate to AM) every Monday.
Trade In Review Reviews Trade In with TI committee - Weekly
PROCESS PID Checks compliance on the PID Schedule - Daily SOP Adherence Analyses SMART & SOP Scores and devises actionable to improve it Analyses concurrent Audit Scores and devises actionable to improve it
Service Review Plan & conduct service compliance review with CSM highlight recurring issues, provide inputs on process changes (if any)
Labour compliances Plans and conducts review with Area HR on Compliance Scores w.r.t labour and devises a plan to improve the Scores - Monthly Completion Price Benchmark Visits relevant competition and submits a report to AM as per existing criteria - Once in 15 Days.
Job Classification
Industry: Retail, Wholesale Functional Area: Sales, Retail, Business Development, Role Category: Retail Sales Role: Retail Sales Employement Type: Full time
Education
Under Graduation: Any Graduate in Any Specialization Post Graduation: Other Doctorate: Other Doctorate