Area Manager - Direct To Customer

About the Role

D2C ZSM spearheads delivery of all lines of businesses in the catchments assigned. He/ She maximizes extraction while providing quality service to customers. Both Retail teams & Broadband teams roll up to this role holder. He/She would drive engagement with residential societies (RWAs) to make Airtel the preferred Service provider as well as ensure successful In-store operations.

Strategic Store Rollouts-

Store Operations/ Compliance/ Profitability:

• Ensure & Own compliance with all defined SOPs
• Co-ordination with Zonal/ Circle / Central cross-functional teams to ensure required operational support (e.g. service processes, activations processes, ops, updates etc)
• Understand and analyze store/ zone level analytics reports (KPIs) to identify issues, areas of improvement, deviations etc.
• Monitor all competitor activities and share recommendations for response
• Ensure escalations are handled within the stated TAT
• Is responsible to drive and achieve stores profitability through delivery of agreed revenue & cost plan
• To ensure deployment of agreed programs across all stores

Broadband Operations:

• Enhance acquisition quality
• Drive growth in contribution from higher rental plans
• Mark territories for TSMs and drive productivity growth.
• Increase the Tag utilization in Low Utilized NEs and buildings.
• Working closely with Channel Partners and TSMs to support closure of leads
• Drive engagement with residential societies (RWAs) to make Airtel the preferred
• service provider

Customer Service:

• Provide best in class services to customers while keeping Detractor Index in check.
• Ensure total compliance of CE guidelines & processes
• Ensure Circle support to manage exceptional escalations, if required

People development & Team management:

• Ensure seamless supply of quality manpower at the stores & field
• Control TSMs & SM attrition by ensuring constant training programs, improving quality of recruitment, driving Rewards and Recognition and ensuring proper on boarding process.

Experience & Skills Required

• Results orientation
• Entrepreneurship
• Strong communication skills
• Consultative Selling skills
• Collaboration skills
• Team management