Retail Service Manager - Customer Experience

Position : Retail Service Manager ( Female only)

Location : Jaipur

Experience : 6 to 10 years

Job Description :

- Implement the circle retail service strategy for Exclusive Brand Outlets/ Retail Outlets through improvement in customer experience

- Achieve customer satisfaction targets through retail outlets

- Develop strategy to improve the walk-in retention at exclusive retail outlets

- Develop innovative mechanisms to capture the customer experience at the store and develop strategies based on MIS reports to improve the experience

- Provide feedback on competitive moves to protect base

Strategic :

- Provide inputs to the overall circle retail service strategy to drive profitability of the channel and improve customer experience

- Develop service expansion strategy by evaluating retail channel coverage and penetration

- Develop partners engagement strategy with the zone retail leads

- Develop strategies to improve customer walk-ins and customer satisfaction at retail outlets

- Develop innovative mechanisms to capture the customer experience at the retail outlets

Operational :

- Achieve customer satisfaction targets through COCO/FOFO

- Maintain high quality of service operations in Retail outlets as determined by quality audits

- Coordinate with the circle Customer Service team in taking actions based on audits and developing incremental content for training programs for retail

- Provide inputs on partnership models for various service parameters across zones and branches

- Handle escalation of any service related issues through Retail Outlets with the circle CS team

- Coordinate with zonal retail teams in conducting retail partner engagement activities for implementing the retail service strategy

- Develop strategies based on MIS reports to improve the experience

- Receive timely feedback and inputs from Zonal Retail Leads

Developments :

- Identification of development areas, and recommending the training programs / interventions

- Best practice sharing - within the circle and other circles

For Further clarification please contact Arnab at 9330078150