General Manager - Retail Store Operations

GM - Vi Stores Operations

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

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VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

Vi Stores Lead

Job Level/ Designation

M3

Function / Department

Postpaid

Location

Mumbai

Job Purpose

• Drive the Vi Stores operations nationally – which includes the sales , service and operations agenda . The incumbent will be responsible to deliver the target numbers on Postpaid Acqusition , enhance store / agent productivity etc by designing and leading a sharp GTM plan . A major part of the responsibility will be to design & run national programmes that help circles deliver their AOP numbers . The incumbent will partner with circles to share best practices and insights that help circles deliver incremental acquisition and revenue .
• An important part of the role will also be drive the GTM agenda for Vi Stores . This includes GTM on the Google My Business ( Stores Listing / Enhance Digital Discoverability / Drive Conversions from GMB Calls etc etc ) .
• GTM for Vi Stores also includes supervision , execution and adherence to the Visual Merchandising Book ( VM Book ) and to partner with the Brand Team on this agenda
• The role will also have responsibility for overall OPEX of Vi Stores and to partner with the Projects teams in the circles to supervise R&M activities of existing stores & New Store Launches where planned 

Key Result Areas/Accountabilities

1. The incumbent would require to be a keen observer of market dynamics & competition. Devise strategy to widen market penetration; simultaneously look at strategies to increase Revenue Market Share (RMS) and Customer Market Share (CMS) in that market for Vi stores
2. Assisting National Vi Store Retail operations head in target planning and budget allocation, Running Projects for retail business for various key business deliverables. 
3. Periodically revisiting the efficacy of the NIP construct of the Vi Stores work force and come up with recommendations to evolve as per the business needs 
4. Keep a tab on the movement of the Sales KPIs in tandem with the R & R programs being run for Vi Stores
5. To Ensure Commercials, Legal compliance, Go to Market and Last mile delivery in all National projects
6. Ownership of the Google My Business Agenda – to drive store footfall , discoverability and enhance postpaid acquisition conversion
7. Run campaigns on digital platforms like Instagram to drive better footfall and conversion
8. Own the Visual Merchandising agenda for the Retail footprint and partner with the Brand team to make modifications as per the organization priority
9. Use digital tools ( Ubora or similar tools ) to govern proper upkeep of company stores
10. Drive the GTM for new store launches – to build awareness and footfall – such that new store productivity delivers on the business case numbers for the new store
11. Drive the festival calendar for Vi Retail and plan and execute the GTM for key festivals like Diwali , Christmas etc
12. To drive tech enablement and automation projects to meet changing business dynamics and redistribution landscape. Implementation of productivity tools with focus on increasing productivity and establishing performance culture. 
13. Lead integration projects-Integration projects and Process compliance to enhance Customer Experience across and footprints nationally
14. Driving methods of constantly improving on customer service elements leading to better TNPS, control on complaints, EQ scores and ZIC agenda
15. Setting up a governance and following up with Circle Vi Store Head for CAPA of complaints and processes to drive business process re-engineering
16. Full ownership of complaints accrued from Vi stores as a part of escalation management

Core Competencies, Knowledge, Experience

• Proven operations & sales excellence
• Problem solving, strategic & analytical capabilities
• Process improvement mind set
• Ability to influence other functions for alignment on priorities related to the Vi Stores vertical
• Profiecient in Excel
• Digital Marketing
• Agency / Partner handling

Must have technical / professional qualifications

• Preferably an MBA

• 10+ years of experience in Retail (Own Stores) Operations/Management

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership