JOB DESCRIPTION

Role: Department Manager

Reporting To: Unit Head

People Reporting to Dm: Customer Care Associates

Qualification: Graduate/MBA/PGDM

Experience Min: 1-Year Managerial Experience

Key Deliverables

·        Achievement of Budgeted Plan

·        Competition mapping

·        Inventory Management

·        Customer care/customer service

·        Customer feedback

·        Manpower availability

·        Floor presentation

·        Arrangement of stock in space...

Key Deliverables

Achievement of Budgeted Plan

Works out action plans/tactics to match requirement Competition mapping.

Identifies parameters to track competition Builds resources and databases of information on an ongoing basis by networking.

 Creates an index and updates it Inventory Management Does process mapping for movement of stocks from receiving bay to floor. Initiates stock-takes as per the agreed and laid down procedure.

 Ensures effective displays with the objective of achieving greater number of stocks turns & Plans for perpetual inventory

 Customer care/customer service - Ensures customers are guided to enable them to avail of value-added services like gift-wrapping, alterations, exchanges & other conveniences

Sets up processes/initiates plans to build for moments of magic, avoid customer complaints & grievances Customer feedback Sets up mechanism for recording of verbal complaints / suggestions Ensures collation of data on customer complaints / suggestions and circulates it to relevant people.

 Ensures in service recovery within agreed timeline (72 hours) Ensures customers queries are addressed, and complaints / grievances are resolved (I.e., moments of misery are converted into moments of magic).

Manpower availability Anticipates shifts in customer entry pattern and directs supervisors to schedule CCA availability accordingly

Floor presentation - Understands the Visual Merchandising plan and customer buying process and translates the VM plan to match local needs and as per stock availability Communicates the above to supervisors Arrangement of stock in space allocated as per plan Creates display plan of merchandise for his sections on the basis of underlying principles Communicates the display plan and the underlying principles to the supervisors for the purpose of execution Analysis and reporting Analyses available data.

 Identifies causes and suggests solutions Identifies all reports that need to be generated with frequency, schedules and identifies sources of information Ensures compliance Shrinkage control Identifies most pilfered products and common methods of pilferage.