JOB DESCRIPTION
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 480000 p.a
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 stock 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 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 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
- Analyzes 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
