Job Description

Job Req ID: 37847

Location: Kolkata, IN

Function: Retail


About:

Role Title

Cluster Retail Service Lead


Position No


Function

Retail


Sub Function/ Vertical/ Department

Retail Service Excellence


Band

M3


Reports to Role (Position No)

Cluster Retail Head


Location

Cluster Office


Date of last update/approval

• Job Purpose (In one or two sentences)

To be the best in class Retail operations across all formats –LFS & SFS through constantly upgrading the level of service provided to the walk in customers thus creating a delightful and enriching experience. Ensuring a high Emotional quotient on the Retail floor through happy & tenured employees driving Customer Experience, Service Operation, Capability Building and Digital Interaction agenda

• Key Accountabilities / Key Result Areas (Max 5)

• Drive Customer Experience excellence Agenda- Drive Service experience agenda across retail stores in coordination with various stakeholders across Clusters and Corporate Retail. Metric- TNPS, EQ, Complaints

• Manage & Improve Physical Infrastructure and Ambience- Drive and manage upkeep and ambience of stores in coordination with various stakeholders including Commercial, Finance and Corporate. Metric- EQ Score on Infra, Audit feedback during visit by senior management and employee

• Drive Digital Interaction @ Store- Drive and facilitate Digital app download and interaction with aim to improve customer awareness and engagement on Digital product/App. Metric- App Download, App Interaction, New App DL etc.

• Design, Standardise & Improvise processes and policies- Design standardized in-store policies / procedures / processes / guidelines and implement them, in the Vi Way. KPI- No of Processes improved

• Capability Building & Best Practice Replication- To ensure best in class Retail experience at customer touch points ,work with CS Capability teams to deploy training programs . KPI - % People successfully trained on identified training/capability building program.NPS score on Capability Building Program

• Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

Competencies :

• Good Inter personal skills for effective working with cross functional teams
• Excellent Analytical Skills
• Powerful influencing skills, effective relationship management skills and proven ability to function within a matrix- organisation
• Independent thought leadership and drive to execute – should be a recognised leader in his/ her specific area of competence

Experience: 10+ years overall experience and should have worked in Retail or Quality or Service functions

• Key Performance Indicators
  

Customer Experience

• Drive and facilitate uniform customer experience agenda across formats
  • Lead indicators:
    • TNPS, EQ scores, process compliance scores, infrastructure and ambience upkeep scores,
    • Complaint Reduction
    • No of processes improved
    • EQ Score on Infra, Upkeep & Ambience
• Drive and facilitate Digital Agenda across both format of Stores- LFS & SFS
  • Lead indicators:
    • Vi App Download
    • App interaction w.r.t eligible walk ins
    • Any new agenda like- Music, other initiative penetration
• Drive Capability Building & Best Practice replication [LFS/ SFS] by identifying, designing and coordinating with Corporate & Cluster Retail and CS capability team. Identify & replicate best practice shared by corporate and other clusters/circles
  • Lead indicators:
    • % People successfully trained on identified training/capability building program
    • NPS score on Capability Building Program
    • Impact on Customer Experience and Business KPIs
    
    

• Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

• Risks, Challenges, Job Context (Short Description)

This roles requires huge spectrum of collaboration and coordination with various functions at Cluster and corporate to get things done. This involves service, operation, maintenance, HSW, escalation handlings etc. However this roles provides huge learning & performing opportunities.

• Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

Job Purpose


Area Retail leads/SM/FL- Dotted Reporting

ARLs, SMs and FLs are responsible to drive Service, Digital and Capability Building Agenda



Job Holder

Reports To Manager


Name

Cluster Service Head

Cluster Retail Head


Signature


Date