Department Manager

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, motivating, 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 interventions
• Gaps identified in the Internal Audits to be fixed and complied to