Retail Store Manager

Roles and Responsibilities

• Ensuring consistent delivery of high quality customer service as per the company standards in all areas of operations.
• Diagnosing improvement areas for Customer Satisfaction in Experience Centre, creating effective action plans and executing the same to improve the customer satisfaction.
• Evaluating execution of Services (Grooming, Vet, Behaviour) to ensure service timelines are met and in case of any delays, ensuring that the issues are identified and acted upon to achieve 100% TAT.
• Driving 100% execution of operational standards as per the SOP's to deliver flawless Operations through proper communication and follow up, Identifying the bottle necks and seeking support to resolve the concerns. Addressing and resolving all points of concern in a timely manner to avoid any risk/safety issues during operations.
• Adapting to the changing business needs, analysing the best operational practices followed by competitors, that can be implemented and proposing a plan for execution to the respective department(s).
• Monitoring stock and co-ordinating with responsible teams and departments to ensure availability of stocks at all times.
• Demonstrating a sound understanding of all aspects of Experience Centre Business (Products and Product Mix, Services along with add on events, BDay Parties, Corporate tie ups) to drive the operating margins with cost control measures.
• Engaging with Pets & Pet Parents and suggesting required Products and Services by building knowledge of Products and Services to build loyalty, drive sales of differentiated products and private label products, enhancing knowledge of Pet Parents to build Pet Ownership Experience.
• Maintaining strong visibility in the trading area and nearby vicinities through ongoing Marketing Activities and measuring effectiveness in the form of Customer Growth.
• Determining needs for Sales Promotion(s) by studying sales promotion and sales data as per Product Display Planograms.
• Analysing the performance and ensuring achievement of the Business KPIs in terms of Customer and Revenue growth while controlling Expenses and determining action plans.
• Ensuring 100% manpower at all times in collaboration with HR Team and developing team members to deliver high quality services consistently. Mentoring high performing team members for career development with thorough knowledge of company's processes and policies.
• Adhering to People Practices and policies by ensuring effective rostering and engagement activities to keep the employees motivated to have positive work environment thereby managing attrition as per company guidelines, and promoting high quality customer focused employees.
• Training the team on aspects of Customer Service, Retail Product Planning & Positioning (Planograms) as per Product Mix, Safety & Security and emergency procedures and practices regularly to ensure complete safety of customers and employees at all times.
• Strategizing the utilization of all the resources at for smooth and effective execution of all operations in all the areas. Should exercise strong people management skills to ensure adherence to the company's HR policies and guidelines.
• Maintaining professional relationship with the Property Owner, Authorities to ensure support

Eligibility Criteria

• Required - Graduation (Preferably Hotel Management)
• Desired MBA/Post-Graduation (In Retail/Operations)
• 6-8 years in Hospitality/QSRs/Retail