Role: Department Manager
Reporting To: Unit Head
People Reporting To DM: Customer Care Associates
Qualification: Graduate/MBA/PGDBM
Experience: Min.1 year Managerial experience
Salary: Upto 550000 p.a
Location-Thane and Rcity
Key Deliverable
s
Achievement of Budgeted Pl
- anWorks out action plans/tactics to match requireme
nt
Competition mapp
- ingIdentifies parameters to track competit
- ionBuilds resources and databases of information on an ongoing basis by network
- ingCreates an index and updates
it
Inventory Manage
- mentDoes process mapping for movement of stocks from receiving bay to f
- loorInitiates stock-takes as per the agreed and laid down proce
- dureEnsures effective displays with the objective of achieving greater number of stock t
- urnsPlans for perpetual inven
tory
Customer care/customer se
- rviceEnsures customers are guided to enable them to avail of value added services like gift-wrapping, alterations, exchanges & other conveni
- encesSets up processes/initiates plans to build for moments of magic, avoid customer complaints & griev
ances
Customer fe
- edbackSets up mechanism for recording of verbal complaints / sugge
- stionsEnsures collation of data on customer complaints / suggestions and circulates it to relevant
- peopleEnsures in service recovery within agreed time-line (72
- hours)Ensures customers queries are addressed and complaints / grievances are resolved (I.e. moments of misery are converted into moments of
magic)
Manpower avail
- abilityAnticipates shifts in customer entry pattern and directs supervisors to schedule CCA availability acco
rdingly
Floor pres
- entationUnderstands the Visual Merchandising plan and customer buying process and translates the VM plan to match local needs and as per stock avai
- labilityCommunicates the above to sup
ervisors
Arrangement of stock in space allocated as
- per planCreates display plan of merchandise for his sections on the basis of underlying p
- rinciplesCommunicates the display plan and the underlying principles to the supervisors for the purpose of
execution
Analysis and
- reportingAnalyzes available data, identifies causes and suggests
- solutionsIdentifies all reports that need to be generated with frequency, schedules and identifies sources of i
- nformationEnsures
compliance
Shrink
- age controlIdentifies most pilfered products and common methods o
f pilferage
