AGM-Area Retail Lead

Role

Area Lead – Vi Stores / Outbound & Vi Mini Stores

Job Level/ Designation

M2/ Asst. General Manager

Function / Department

Postpaid / Vi Stores / Outbound & Vi Mini Stores

Reports to

Circle Postpaid Lead

Job Purpose

Manage the mapped Vi Stores and grow customer and revenue market share. Key purpose of the role includes –

• Increasing footfall, conversion-to-customers and sales
• Increasing profitability through innovative sales and revenue maximization programs
• Enhance customer experience across all VIL retail outlets
• Drive the net add and revenue enhancement agenda through the Vi Mini Stores and Outbound channel.

Key Result Areas/Accountabilities

• Achieve sales target for all products (Post-paid – red, family etc. /Mifi, Premium nos., and other offerings that may be introduced from time to time.
• Facilitate roll-out/Relocation of Vi Stores
• Manage efficacy of GMB(Google my biz) for end to end implementation, cross pollination, any kind of Non-compliance/non-adherence in your area
• Ensure and monitor quality of acquisition through the retail channel
• Achieve revenue targets at Vi Stores
• Setting up a governance and following up with Circle Vi Store Lead for CAPA of complaints and processes to drive business process re-engineering
• Full ownership of complaints accrued from Vi stores as a part of escalation management
• Oversee Store Manager in key operating costs – store operating cost, people cost etc.
• Manage churn and achieve customer satisfaction for walk-in customers at Vi Stores
• Work with Marketing Team to recommend marketing, branding and promotion activities to increase footfalls
• Keep employee-retention and motivation levels high through regular reviews of performance of both on-roll and off-roll employees
• Identify gaps in performance of immediate team and ensure training to bridge the same.
• Achieve acquisition net of churn as per DB for all segment – Consumer , Digital , Enterprise (SOHO/ SME), IOIP , large accounts etc.
• Drive and sustain engagement for team members -FLs to facilitate delivery on key organizational goals and KRAs.
• Planning for activities to drive IOIP sales
• Driving business through the Neo channel by supervising adherence to norms like same day calling / O2A % etc ( for markets where Neo delivery is through ViMS and CSP / DST Channel ).
• Tracking competition activities and being updated on key market developments
• Driving the postpaid agenda through the CSP / DST / Outbound channel by supervising, recruitment, training and productivity.

Core Competencies, Knowledge, Experience

• Understanding of organized retail management best practices and customer relationship management
• Leadership & people management skills

Must have technical / professional qualifications:

• Management Graduate
• P&L management skills
• Understanding of organized retail management best practices and customer relationship management
• Leadership & people management skills.
• Experience in Franchisee / DSA / DST management
• Ability to coordinate with and influence other functions for alignment on priorities related to the ViMS & outbound vertical
• Problem solving, strategic & analytical capabilities

Years of Experience

7-10 years of experience in Retail Operations with at least a couple of years in people management roles. Candidates with below mentioned experience would be preferred

1. Channel Sales Handling

2. People Management Experience ( Onroll)

Direct reports

9-12 depending on size of Team/territory assigned.