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 productive & 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




Transparent 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