Job description

Role & responsibilities

Customer Service:

- Ensure 100% sales process implementation and compliance for the category
- 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 (VOC, Customer NPS, Mystery Audit Score) and take corrective actions based on customer feedback

In-store Merchandising:

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

People Management:

- Shift scheduling and roastering to ensure the concerned categories are manned at all times
- Assign individual sales target for the team and monitor progress.
- Review and improve Training Assessment Scores
- Support the team to improve knowledge through continuous training and e
- 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, engaging, monitoring & disciplining employees




- Clear 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 SOPs relating to Merchandising & Ticketing, Sales, Service and Inventory within the category
- Review category and individual performance and take necessary corrective action on a daily basis
- Drive sales and conversion to achieve category targets and improve category 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 intervention.

📌 Department Manager (Gandhidham)
🏢 Croma
📍 Gandhidham