Retail Operation Manager Education Qualification
• Minimum : Graduation
• Desired : MBA Eligibility Parameters:
• Minimum 6 years of supervisory experience in Retail, hospitality, QSRs, FMCG.
• Exposure to Team Handling.
• Positive understanding of current industry/business.
• Exposure to large format stores/business is preferred.
• Technology Savvy. Key Accountabilities/Responsibilities To enhance store profitability by ensuring the following: Topline
• Regular review and monitoring of business.
• Focus on Private Brands by constant review and sale enhancement strategies.
• Training team members on mobile app usage and features (FAB).
• Push maximum number of app downloads in the store. 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.
• Perodic global count checks
• Omni channel
- Plans for inventory for keeping in mind sale trends. 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.
• Omni Channel
- Facilitating picking accuracy within timelines of online orders.
• Omni Chanel
- Smooth exchanges/returns for a hassle free after sale experience. Customer feedback
• 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)
• customer interceptions
- Speaking to customers to understand their needs and requirements Competition Mapping
• Works out action plans/strategies to match requirement
• TCOMPETITION TRACKING & SHARING MARKET INSIGHTS
- Identifies parameters to track competition
• Builds resources and databases of information on an ongoing basis by networking
• Creates an index and updates it Manpower availability
• Anticipates shifts in customer entry pattern and directs supervisors to schedule CCA availability accordingly
• 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
• Shrinkage to be maintained below the benchmark. Team management
• Training & development of subordinates
• Monitor & improve Productivity through manpower allocation
• Motivation & Counselling
• Setting KRA's for the team and ensure support to achieve it
• Performance review & feedback Internal bness perspective
· Adherence to sop
· Consistent Review of store perf
· Pics
• Implementation & execution of RE
• Crisis management
• Ensure smooth Internal & external audits
• Improving CSI