Job Description

Role

Area Retail Lead

Job Level/ Designation

AGM

Function / Department

Retail

Location

Guwahati

Key Result Areas/Accountabilities * Drive Customer First Agenda(Focus on unmatched Customer Experience)

• Deliver Customer Delight by building unparralled customer experience through process improvement/actions identified by EQ/TNPS Feedback.

• Drive Overall Customer Experience improvements, with keen eye on Non Deviant Compliances and Continuous Process improvements.

EQ/TNPS Score improvements.

• Drive First Time Right with FTR Improvement

Ensure 100% Compliance of VS/VMS/ADVMS/MI/CRS to eliminate operational misses including payment Updation, document compliance, SR Tagging, CRM Tagging, Etc.

• Deliver Big Bets for Driving Future Growth(Strategic Thrust Areas)

• Catchment Marketing : Leverage on a robust Go-to-Market plan and calendar to drive relevant walk-ins and business including using upsell powerfully with a robust RA for executing Next Best Action
• Build Revenue per Store across formats by increased relevant footfall to the store which will drive business

• Walk-ins improvement
• Conversions improved
• MVA/MIA Download from every walk ins to be 100%
• Deliver 100% achievement on Post-paid Gross and Net Gross Targets.
• Ensure 100 % UL Prepaid Acquisitions from all COCO and FOFO Stores on MOM Basis.
• Ensure The SR (Sales Reversal) is must BE as per the Norms of the VIL.
• Promote and sell Family and Friends plan

299 Rental in Both the Brands. * Deliver the Profitability of each and every Store in both the Brands and in all Formats

• Build The Best Team(Happy Employees, Great Careers, Team work, HSW)

• Strengthen VS/VMS operations through quality recruitment, coaching and fostering a culture of customer focus, openness & diversity.
• Drive the Sales Incentive Plan and Higher penetration of off-roll incentives
• Own frontline and lead attrition control initiatives by example, by being a strong proponent of Associate Life Cycle Management in the Zone

• Sales Incentive Plan: Minimum 80% team [FTE/Associates] to earn 90% of target incentives. Payout aligned to retail performance.
• Off-roll incentive penetration to improvment.
• Manpower: Reduce Off-role attrition
• Maintain all Statutory Compliance and HSW Policies among all Off roll and On Roll Employees OF Zonal Retail Team.

Core Competencies, Knowledge, Experience

Channel Management

Distribution Management

Store handling experience

Must have technical / professional qualifications

Graduate / Post Graduate / MBA