Floor Manager

Job Requirements

Sales: Evaluation and control: Conducting business performance reviews

1. Create and distribute the targets among the members assigned to the floor/ designated area monthly; discuss with Store Manager and seek approval from the ABM

2. Develop reporting & review mechanisms to track operational performance and ensure course correction & corrective action, as appropriate.

Sales: Retail Operations: Store Management

1. Maintain a daily report on individual’s actual vs target sales numbers and take corrective actions if appropriate

2. Place indents for the stock based on the options shown by the symphony systems and ensure optimization

3. Monitor cold calling of the potential customers list shared by the regional CEE and ensure quality of customer interaction

4. Ensure adherence of the staff to the Code of Conduct viz. Rules & Regulation, Morning Meeting, Confidentiality, Attendance, Leave, Dress Code, Uniform, Accommodation, Mess, etc.

5. Drive the Golden Harvest Scheme as per the policy and ensure RSOs educate the customers about the scheme

6. Identify people capable among the staff to conduct periodic events for customer birthdays, anniversaries, dormancy drives, GHS awareness programs etc. and ensure maximum customer participation through tele calling and personal invites; Coordinate with external parties to execute the programs

7. Ensure the maintenance of stock level and its replenishment as per the sales in the floor/ designated area

8. Ensure the purchase of old gold is as per the company policy and tally the stock of old gold on a daily basis

9. Address the grievances of the staff and act as the first point of contact for admin related problems

10. Conduct a joint performance appraisal meeting along with the Store Manager

11. Monitor the regular customer interactions of the RSOs and assist in closing a sale and providing customer support in exceptional cases

12. Ensure implementation of lean retaining principles in the store

Sales: Retail Operations: Feedback management

1. Collate and relay customer feedback to the corporate teams like the merchandising, retail operations etc. to improve customer satisfaction and store ratings

Sales: Retail operations: Incentive management

1. Ensure pay-out of the incentive schemes to the store staff as per individual performance with coordination from the relevant teams

Sales: Retail operations: Training and development

1. Identify the training champions among the RSOs to conduct the train the trainer sessions and ensure further trickle down of the training to the other staff

2. Conduct a training need identification for the staff and identify retaining requirements

Sales: Retail operations: Recruitment & Selection

1. Conduct interviews for the selection of store staff with coordination from the HR teams and regional teams

Retail operations: Field sales operations management: Customer complaint resolution

1. Manage customer queries and complaints as per the company guidelines; Identify and engage with high profile and regular customers to extend better services

People & Talent Management

1. Drive a culture of diversity, performance and transparency in the store and ensure the employees in the store are engaged.

2. Mentor and develop staff using a supportive and collaborative approach.

3. Ensure talent pipeline is created by succession planning for the critical positions in the region.

Work Experience

Required skill: Strong communication skill, Leadership skill, Organization skill, Customer service skill, problem solving skill.