Role Overview

Merino Industries is looking for an experienced and dynamic qualified to lead and manage its Merino Experience Center (MECs) across India. The role will be responsible for ensuring operational excellence, a consistent customer experience, effective team management and business performance across all experience center.

The incumbent will oversee multiple centers across geographies, establish standard operating procedures, monitor performance and collaborate with Sales, Marketing and other internal stakeholders to maximise customer engagement and business opportunities.

Key Responsibilities

1.Driving the Store Key Performance Indicators (KPIs):

a. Define and monitor KPIs to evaluate the performance and success of Brand Experience Center.

b. Implement corrective actions to achieve and exceed performance targets.

- Manpower Management:

a. Oversee the recruitment, training, and development of staff within Experience Center.

b. Optimize staffing levels to ensure efficient operations and exceptional customer service.

c. Define KPIs for each individual roles and regular monitoring ensuring achievement.

- Promotions and Marketing Initiatives:

a. Collaborate with marketing teams to plan and execute promotional activities to drive footfall and customer engagement including launch events.
- Influencer Connect Meet and Greet Events:

a. Conceptualize, plan,



and host exclusive events aimed at fostering connections between our

Experience Center and key influencers like A&ID;, Contractors.

- Customer Experience Enhancement:

a. Continuously identify opportunities to enhance the overall customer experience within Brand

Experience Center and implement initiatives to improve customer satisfaction.

- Maintenance:

a. Establish and oversee a systematic approach to the maintenance of Brand Experience Center.

b. Collaborate with relevant teams to address maintenance issues promptly and maintain a pristine environment.

- Lead Pipeline Management and sales integration a. Manage lead generation processes to ensure a consistent and effective sales pipeline.

b. Develop SOPs and collaborate closely with branch sale steams to facilitate efficient lead handovers.

c. Establish sales integration with branch teams to ensure lead closures and reporting of sales numbers.

- Reporting, Monitoring, and Reviews:

a. Generate regular reports on store performance, sales metrics, and customer feedback.

b. Conduct thorough reviews and monitoring activities to identify areas for improvement and implement necessary adjustments.

- Financial Management:

a. Manage the store's budget, track expenses, and ensure that the store operates within its financial.

📌 Experience Center Head (Multiple Stores) (Delhi)
🏢 Merino Group
📍 Delhi