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

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 th

📌 Department Manager (Indore)
🏢 Shoppers Stop
📍 Indore