Senior Retail Excellence Manager

Job Description

The Senior Retail Excellence Manager is responsible for enhancing operational efficiency, customer experience, and sales performance across retail stores. This role focuses on process standardization, technology integration, and data-driven decision-making to ensure best-in-class retail execution. The ideal candidate will have strong analytical skills, expertise in CRM, and the ability to leverage analytics for driving strategic improvements. Key Responsibilities: 1. Retail Strategy & Performance Optimization Develop and implement retail excellence frameworks to enhance store performance and customer experience. Establish and monitor key retail KPIs (footfall conversion, average transaction value, same-store growth, customer retention). Utilize retail analytics to assess sales trends, customer preferences, and operational bottlenecks. 2. Customer Experience, CRM & Service Excellence Design and implement customer engagement strategies to improve NPS (Net Promoter Score) and retention. Optimize CRM strategies, ensuring seamless customer interactions and targeted marketing campaigns. Leverage customer data to create personalized shopping experiences and loyalty programs. Implement AI-driven CRM solutions to enhance customer profiling and predictive insights. 3. Data-Driven Retail Excellence & Analytics Develop real-time dashboards and analytics tools for tracking store performance, customer insights, and inventory trends. Use predictive analytics for demand forecasting, inventory planning, and sales optimization. Establish a data-backed approach to promotions and pricing strategies, improving ROI on marketing spends. 4. Process Standardization & Operational Efficiency Develop and implement SOPs (Standard Operating Procedures) for store operations, billing, and customer handling. Identify and integrate technology solutions to improve process automation and reduce inefficiencies. Conduct retail audits and mystery shopping to ensure compliance with brand standards. 5. Sales Enablement & Store Productivity Implement performance-driven incentive programs to boost frontline staff efficiency. Collaborate with training teams to enhance sales techniques, product knowledge, and customer service skills. Leverage CRM insights to drive personalized sales approaches and improve conversion rates. 6. Omnichannel & Digital Retail Integration Support the implementation of phygital retail experiences, blending online and offline customer journeys. Enhance CRM-driven marketing automation and customer segmentation for targeted engagement. Develop strategies to strengthen BOPIS (Buy Online, Pick Up In-Store) and clienteling solutions. 7. Competitive Benchmarking & Retail Innovation Analyze market trends and competitors strategies to identify new growth opportunities. Explore AI and machine learning applications for optimizing store layouts, inventory, and promotions. Drive continuous innovation in customer engagement and digital transformation initiatives. Key Requirements: Experience: 10+ years in retail operations, CRM, retail analytics, or sales leadership roles. Industry Exposure: Jewellery, fashion, FMCG, consumer electronics, or lifestyle retail preferred. Skills Required: Strong analytical skills, expertise in CRM (Salesforce, SAP, or similar), data analytics, customer segmentation, and business intelligence tools. Technical Knowledge: Proficiency in retail analytics platforms, CRM software, and automation tools. Education: MBA or equivalent qualification in Retail Management, Business Analytics, or Business Administration.