Role: Department Manager Reporting To: Unit Head People Reporting To DM: Customer Care Associates Qualification: Graduate/MBA/PGDBM Experience: Min.2 year Managerial experience Salary: Upto 600000 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

📌 Department Manager (Mumbai)
🏢 Shoppers Stop
📍 Mumbai