Department Manager

JOB DESCRIPTIONRole: Department Manager (Home Stop)Reporting To: Unit HeadPeople Reporting To DM: Customer Care AssociatesQualification: Graduate/MBA/PGDBMExperience: Min.1 year Managerial experienceSalary: Upto 450000 p.aKey DeliverablesAchievement of Budgeted Plan- Works out action plans/tactics to match requirementCompetition mapping- Identifies parameters to track competition - Builds resources and databases of information on an ongoing basis by networking - Creates an index and updates itInventory 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 inventoryCustomer 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 & grievancesCustomer feedback- Sets up mechanism for recording of verbal complaints / suggestions - Ensures collation of data on customer complaints / suggestions and circulates it to relevant people - 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)Manpower availability- Anticipates shifts in customer entry pattern and directs supervisors to schedule CCA availability accordinglyFloor 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 supervisorsArrangement 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 executionAnalysis 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 complianceShrinkage control- Identifies most pilfered products and common methods of pilferage

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