Customer Relationship Management (CRM) Job

Job Purpose
Manages the Store P&L and driving sales through efficient store operations, customer service delivery, motivation and retention of store personnel and adherence to company norms.

Education Qualifications
Graduation/ Post Graduation

Key Responsibilities
Set store sales plans and quotas aligned with business objectives.
Maintain Gross Margin, SOH, Segment & Brand mix, Discount management, and other metrics as per business strategy.
Implement production, productivity, quality, and customer service standards.
Recommend product lines and ensure appropriate merchandise mix.
Drive sales, margin, shrink control, inventory management and cost optimization.
Manage commercials and statutory compliance.
Manage performance and foster teamwork among store staff.
Identify and develop talent for critical positions.
Address customer feedback to improve service and processes.
Stay updated on competition and manage customer escalations.
Drive local events and promotions as per marketing calendar.
Promote a "Customer Obsessed Culture" to prioritize customer centricity.

Key Performance Indicators
Business Management: Gross Margin, SOH Segment & Brand mix
Discount Management
Brand share
Finance - Paper/card VM Implementation.
Achieve Nos- TGT Vs Ach, RCP, Attachment, EOL.
Customer Experience - VOC - Participation, score, SQA, complaints, Loyalty cards.
People Management.
Business Acumen - profitability, Competition.
Jio Business - Activations, Recharges, CAF Rejections

Job Requirements
1. Functional Competencies
Operational Effectiveness
Finance Management
Analysis and Problem Solving
Results Orientation

2. Behavioural Competencies
Self-Development
Emotional Intelligence
Customer Service Orientation
People Management
Communication
Teamwork and Collaboration

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.