Job Description: Senior CSR

1. Role Details

- Role: Senior CSR (Sr. CSR)
- Department: Retail Operations
- Band: Executive
- Grade: A4
- Designation: Senior Assistant
- Education: Graduation
- Experience: 1–3 years of sales experience, preferably in retail
- Location: Stores
- Reports To: Concept Manager
- Supervises: None
- Date of Last Update: 05-02-2019
- Approved By: Head, Retail Operations

2. Role Summary

- Implement retail SOPs and processes effectively at the store.
- Provide a seamless and positive customer shopping experience.
- Drive achievement of sales targets for assigned brands.
- Maintain retail standards, merchandising standards, and floor hygiene.
- Ensure proper stock handling and inventory control.
- Support CSRs in delivering their responsibilities effectively.

3. Key Roles & Responsibilities

A. Sales

1. Drive sales budgets for assigned brands.
2. Achieve the required sell-through targets.
3. Review actual brand sales performance against assigned budgets.
4. Identify sales gaps and take appropriate corrective actions.
5. Monitor the performance of assigned brands.
6. Provide feedback to the supervisor on product performance from the previous season.
7. Support improvement in overall store sales performance.

B. Store Operations

1. Adhere to all defined retail SOPs and processes.
2. Ensure compliance with retail operating standards.
3. Maintain required floor hygiene standards.
4. Follow Omni-channel SOPs and processes.
5. Implement and maintain planograms as per defined guidelines.
6. Upload planogram photographs in Wooqer within agreed timelines.
7. Share feedback regarding planogram implementation with the supervisor.
8. Implement approved corrective actions related to planograms.
9. Follow Visual Merchandising (VM) guidelines.
10. Ensure appropriate use of:

- Fixtures
- Stickers
- Hangers
- Other merchandising materials

11. Conduct visits to competitors when required.
12. Collect information about competitor:

- Products
- Promotions
- Activities
- Market practices

13. Share competitor information with the relevant supervisor.
14. Support the No Cashier Model.
15. Assist with the cashiering process whenever required.

4. Stock Management

1. Receive stock according to the defined stock inward process.
2. Check incoming stock and report discrepancies.
3. Pick and hand over stock according to the defined stock outward process.
4. Implement the perpetual inventory process.
5. Participate in the global stock count process.
6.



Identify stock shrinkage through inventory and stock-counting processes.
7. Take necessary actions to control shrinkage within defined norms.
8. Report stock losses arising from:
- Theft
- Internal negligence
- External negligence

- Monitor stock to ensure correct barcodes are attached.
- Ensure products carry correct price tags.
- Ensure applicable products have appropriate security tags.
- Identify damaged stock on the sales floor.
- Take appropriate action on damaged stock as per defined procedures.
- Support control of stock damage and expiry.

5. Customer Service

1. Follow defined customer service standards.
2. Apply the Greet, Engage and Convert approach while interacting with customers.
3. Provide a seamless and excellent shopping experience.
4. Understand customer requirements and assist them with suitable products.
5. Review concerns highlighted in Mystery Audit findings.
6. Implement recommended corrective actions from Mystery Audits.
7. Ensure achievement of required customer service TATs.
8. Communicate current marketing promotions to customers as per defined guidelines.
9. Share customer and store feedback on marketing promotions with the relevant stakeholders.
10. Support continuous improvement in customer service standards.

6. Marketing & Promotions

1. Understand ongoing marketing campaigns and promotional offers.
2. Communicate promotions correctly to customers.
3. Ensure promotional information is shared according to defined guidelines.
4. Collect customer feedback regarding promotions.
5. Share feedback with the supervisor/relevant team.
6. Support necessary corrective actions to improve promotional effectiveness.

7. People Support & Guidance

1. Provide support and guidance to CSRs in performing their responsibilities.
2. Guide CSRs on:
- Product knowledge
- Merchandising
- Stock mix
- Option plans
- Store processes

- Provide on-the-job support to improve team effectiveness.
- Monitor brand staff availability.
- Report staff availability to the supervisor within defined timelines.
- Cooperate and collaborate with store team members to achieve business objectives.

8. Key Result Areas (KRAs)





A. Finance

- Achieve top-line sales for assigned brands as per budget.
- Achieve required brand sell-through targets.
- Control stock shrinkage.
- Control stock damage.
- Control product expiry.
- Support improvement in overall sales performance.

B. Customer

- Achieve required Mystery Audit standards.
- Deliver excellent customer service.
- Follow the Greet, Engage and Convert service standards.
- Achieve customer service TATs for APL and APM concepts.
- Provide customers with a seamless shopping experience.

C. Process

- Ensure planogram adherence.
- Ensure adherence to retail standards.
- Follow retail SOPs and processes.
- Follow Omni-channel processes.
- Maintain appropriate grooming standards.
- Maintain regular attendance.
- Maintain punctuality.
- Follow correct inventory-handling processes.

D. People

- Demonstrate organizational values and CREATE behaviours.
- Focus on continuous self-development.
- Collaborate effectively with team members.
- Support and guide CSRs in performing their roles.

9. Functional Competencies

The Senior CSR should demonstrate proficiency in:

1. Product and Market Knowledge
2. Process Knowledge
3. Inventory Handling
4. Marketing and Promotions
5. Cashiering Process
6. Passion for Results
7. Attention to Detail
8. Numerical Ability
9. Planning
10. Problem Solving

10. Behavioural Competencies

1. Collaboration

- Works effectively with colleagues, CSRs, supervisors, and other store teams.

- Customer Centricity

- Keeps customer requirements and shopping experience at the centre of all activities.

- Communication

- Communicates clearly with customers, team members, and supervisors.

- Developing Self

- Continuously improves product knowledge, retail skills, process knowledge, and overall job performance.

11. Overall Key Accountabilities

The Senior CSR is primarily responsible for:

- Achieving sales targets
- Driving brand sell-through
- Delivering excellent customer service
- Following retail SOPs
- Maintaining retail and floor standards
- Planogram implementation
- Visual merchandising compliance
- Stock inward and outward management
- Inventory accuracy
- Shrinkage, damage and expiry control
- Supporting cashiering activities
- Marketing and promotional communication
- Mystery Audit improvement
- Competitor activity monitoring
- Supporting and guiding CSRs
- Maintaining grooming, attendance and punctuality
- Continuous self-development

📌 Inventory Support (India)
🏢 Landmark Group
📍 India