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Manager - Retail Store Operations

Job Req ID:  35841

Ghaziabad, IN

Function:  Retail

Role profile

Role purpose:

  • Overall responsibility for activities at a Vodafone/Idea store spanning customer service, store-level sales and revenue targets across all products (voice – post-paid/ prepaid, data etc.)
  • Execute marketing promotions, display and store experience schemes

Key accountabilities and decision ownership:



  • Achieve sales target for all products (Voice-Post-paid/ prepaid, data, VAS, handsets etc.) at a Vodafone/Idea store
  • Ensure and monitor quality of acquisition through the store



  • Deliver revenue targets for the store
  • Increase revenue per footfall by aiding customers’ purchase decisions



  • Achieve profitability (Return on investment) targets for the store
  • Minimize losses from pilferage (wastage) and shrinkage (unidentified losses)


Customer Service

  • Manage churn and achieve customer satisfaction for walk-in customers


Store Management

  • Ensure adherence to store processes in terms of documentation and systems
  • Ensure infrastructure / store upkeep
  • Maintain availability of stock at the store while adhering to norms
  • Ensure appropriate placement of pop-ups and product displays at store



  • Execute marketing, branding and promotion activities
  • Ensure fliers/ brand POS are available at store
  • Resolve channel-specific issues within specific timelines



  • Resolve store-specific issues within specific timelines
  • Keep employee-retention and motivation levels high through regular reviews and performance streamlining of both on-roll and off-roll employees
  • Identify gaps in performance of immediate team and ensure training to bridge the same


HSW Compliance

  • Ensure that the HSW norms are adhered to

Core competencies, knowledge and experience:


Critical Success Factors

  • Continuous Learning & Empowering Talent
  • Building Team Commitment
  • Leads Decision Making & Delivering Results


Threshold Functional Competencies

  • Products, Services and Technology Knowledge - Consumer


Differentiating Functional Competencies

  • Sales Planning and Forecasting
  • Solving Problems



  • 1 – 5 years
  • Experience of retail store and customer relationship management
  • Revenue Target achievement and cost management

Must have technical / professional qualifications:  

  • Essential : Graduation
  • Desired :  full – time post - graduation in business management/MBA


Key performance indicators

  • Achievement of all KPIs
  • Achievement of key financial targets (Revenue, RoI) at a store level
  • Execution of all strategies and plans in the store
  • Development and retention of team members in the store