Manager - Retail Store Operations

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:

Sales

• 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

 Revenue

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

RoI

• 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

Marketing

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

People

• 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

Experience

• 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