Customer Service:

- Ensure 100% sales process implementation and compliance
- Ensure all customers are attended to appropriately and timely resolution of customer escalations.
- Daily review & follow up on complaints & resolution as per predefined SLA & TAT
- Improve overall customer experience (Customer NPS, Mystery Audit Score) and take corrective actions based on customer feedback

In-store Merchandising:

- Ensure 100% compliance on Planogram, Merchandising and Ticketing
- Ensure efficient & accurate in-store inventory management

People Management:

- To ensure adequate manpower at all times
- Do a training need analysis and accordingly plan trainings along with the Cluster trainers.
- Review and improve Training Assessment Scores
- Responsible to uphold the Croma culture and ensure decorum and discipline within the store team
- Enable strong communication within the team and improve morale by coaching, counselling, motivating, monitoring & disciplining employees




- Explicit communication of the Incentive Policy to ensure every employee is aware and motivated to achieve the targets and earn incentives
- Lead & ensure 100% compliance on people processes
- Track performance of all team members and recognizes best performers on an on-going basis

Performance Management & Review:

- Ensure compliance of all store SOPs relating to Merchandising & Ticketing, Sales, Service and Inventory
- Drive sales and conversion to achieve store targets and improve store performance on all KPIs
- Review category performance on Sales, Inventory, Customer Service, People processes and take necessary corrective action
- Improve parameters such as Employee Net Promoter Score (ENPS), Customer NPS, Employee Satisfaction Index by regular reviews and action planning

Process:

- Improve scores on internal Processes and Audits SOP, SMART, Safety audits, Mystery audits through timely interventions
- Gaps identified in the Internal Audits to be fixed and complied to

📌 Manager Operations (Ahmedabad)
🏢 Croma
📍 Ahmedabad