About The Role

D2C ZSM spearheads delivery of all lines of businesses in the catchments assigned. He/ She maximizes extraction while providing quality service to customers. Both Retail teams & Broadband teams roll up to this role holder. He/She would drive engagement with residential societies (RWAs) to make Airtel the preferred Service provider as well as ensure successful In-store operations.

Retail Store Operations

Strategic Store Rollouts- Ensuring all store deployment processes are completed in time for launch of stores (staffing/ inventory/ IT)

Store Operations/ Compliance/ Profitability

Ensure & Own compliance with all defined SOPs
Co-ordination with Zonal/ Circle / Central cross-functional teams to ensure required operational support (e.g. service processes, activations processes, ops, updates etc)
Understand and analyze store/ zone level analytics reports (KPIs) to identify issues, areas of improvement, deviations etc.
Monitor all competitor activities and share recommendations for response
Ensure escalations are handled within the stated TAT
Is responsible to drive and achieve stores profitability through delivery of agreed revenue & cost plan
To ensure deployment of agreed programs across all stores

Broadband Operations

Enhance acquisition quality
Drive growth in contribution from higher rental plans
Mark territories for TSMs and drive productivity growth.
Increase the Tag utilization in Low Utilized NEs and buildings.
Working closely with Channel Partners and TSMs to support closure of leads
Drive engagement with residential societies (RWAs) to make Airtel the preferred
service provider

Customer Service

Provide best in class services to customers while keeping Detractor Index in check.
Ensure total compliance of CE guidelines & processes
Ensure Circle support to manage exceptional escalations, if required

People Development & Team Management

Ensure seamless supply of quality manpower at the stores & field
Control TSMs & SM attrition by ensuring constant training programs, improving quality of recruitment, driving Rewards and Recognition and ensuring proper on boarding process.

Experience & Skills Required

Results orientation
Entrepreneurship
Strong communication skills
Consultative Selling skills
Collaboration skills
Team management

Educational Qualifications

Must be a Graduate (Full Time)/ MBA (preferred)

Work Experience

Must have 6 - 8 years of sales experience, preferably in Retail / Broadband sales.

Area Manager - DTC