Head - Operations & Management - Retail

Head - Retail Operations

Operational Excellence :

- (Store Operations Management) , Overseeing day-to-day operations to ensure smooth functioning of the store.

- Managing a team looking after customer residence pre-installation visits, installation and overall logistics ensuring customer satisfaction.

- Co-ordinating with warehouse team to receive and dispatch orders timely.

- Maintaining the store standards, training the staff on interpersonal skills, and completing their job effectively and on time.

- Follow up with customers to answer questions, address concerns and complete the sales operations cycle.

- Provide an experience that leads to repeat orders.

Inventory Management :

- Regularly monitoring stock levels of various product categories to ensure sufficient inventory to meet customer demand.

- Analyzing sales trends and forecasting demands to place timely orders with supplies and vendors.

- Implementing systems and coordination with warehouse team for accurate tracking of inventory movement, including receiving shipments, stock transfers and sales order deliveries.

- Collaborate with internal team such as warehouse team, imports team, taxation, and finance team to streamline processes and ensure timely delivery of inventory into warehouse and then to customers.

Administrative Support :

- Understand and train staff on internal company processes along with product knowledge.

- Co-ordinate with internal teams for smooth functioning of inventory movement and effective closure of sales cycle.

- Deliver top-notch quality in customer service and customer interaction.

- Organize and maintain documentation related to sales activities.

- Prepare regular reports and presentations for senior management, highlighting key performance metrics, achievements, and challenges.

People (Team Management & Training) :

- Leading a team made for warehouse operations and installation.

- Developing comprehensive training program tailored for various roles such as customer interaction, installation, order delivery, etc.

- Conducting training sessions focused on developing excellent customer service skills such as active listening, problem-solving, conflict resolution, etc.

- Strong interpersonal skills with the ability to build rapport and establish trust with supply chain partners.

- Foster a culture of continuous learning and improvement within the team.

- Installation Organize and scheduling installation appointments, ensuring timely delivery and installation of products by coordinating with logistics and warehouse team.

- Arrange site assessments to identify potential challenges and ensure the site is ready for installation.

- Develop detailed installation manuals and SOPs for team to follow post site assessment.

- Making sure the team has all necessary documentation, permits and certifications are in order before installation.

- Allocate resources efficiently, ensuring right tools, equipment and manpower are available for each installation.

- Manage warranty claims, maintenance and repairs post installation basis client feedback and policy guidelines

Logistics :

- Maintain strong communication with CHAs and custom clearance vendors to ensure smooth and timely clearance of goods.

- Ensure all necessary documentation is in place for custom clearance as per government rules.

- Managing warehouse processes including inventory inspection, storage, and coordination for transportation of goods.

- Work with third-part logistics providers to optimize delivery routes and reduce transit times.

- Supervise the order fulfillment process, ensuring accurate picking, packaging, and preparation of orders.

- Lead and manage the logistics team, including warehouse staff and delivery personnel, ensure they're trained by performing regular performance evaluations.