Job Details

• Ensures Stores adhere to Brand guidelines (Store Operations Manual) in terms of store merchandise layouts, store standards, policies & procedures, Customer Service standards and Corporate look.
• Ensures that all Store Managers and Sales Staff are following and complying with all documented Business/Operational Processes timely
• Ensures that all Store Staff are adequately trained on Brand Knowledge and the Store Operations Manual and that each one is adhering to the Store Operations Manual.
• Ensures Sales Staff are completely aware of the VM display and maintenance Standards.
• Ensures consistency in implementation of all such above mentioned activations across all assigned Stores.
• Provide continuous/consistent feedback to stakeholders on all the above – suggesting/recommending any issues/concerned areas which needs to be prioritized as per the business requirement.
• Manages the customer feedback, complaints, Mystery Audit Survey results improvement areas for each of the assigned Stores and take appropriate plus timely actions.
• Recommends and decides the need for driving understanding of Brand/Store Standards across all stake-holders through consistent review and interaction with the Stores.
• Recommends/Suggests in-store mini-refits, changes to fixtures, as per the requirement of the Brand/Store and the demands of the ongoing business.
• Decides on the “Action Plans” to improve on the areas of improvement called-out by the Mystery Audit Report and other feedbacks
• Managing Staff – Recruitment, Training & Development, Motivation, Delivering excellent Customer Service, Productivity, Efficiencies in POS and Systems usage and updates, and Process Compliance
• Directly influences the recruitment of Store Managers and Store Sales Staff through involvement in the recruitment process. Ensures to interview Store Managers without exception.
• Ensures that the basic qualifications of all concerned Staff are vetted and mapped against LSIL benchmark during the recruitment process.
• Ensure staff is trained on an ongoing basis to deliver expectations and targets.
• Ensures that all Sales Staff including the Store Managers are trained on the JTB “MUST” Modules (as specified by LSIL) in coordination with Training.
• Ensures to provide continuous feedback on the performance of the Staff to Retail/Training identifying strengths, weaknesses and areas of improvement which will lead to:
• Training Needs Assessment that will serve as a catalyst to ongoing reinforcement of training wherever required
• The future development path and succession planning of the Staff.
• Continuously assesses and addresses the “Staffing Need versus Fulfillment” of the Stores with the Franchisees and Geo Retail and ensures adequate staffing at all times at all assigned Stores.
• Holds regular Store Managers meeting and addresses all Store related issues - past/ongoing Store Performance, IT issues, HR & Staffing issues, Merchandise issues as well as other Retail/Marketing activations
• Regularly intervenes to roll-out monthly “5 to Drive” and ensuring the Store Staff is consciously executing what is being emphasized.
• Regularly intervenes to rationalize and sort-out any issues that may be hindering smooth Store Operations in areas of Staffing, Systems, Goods Receipts discrepancies, and Customer Service.
• Ensures selection and development of productive and high-performing store employees to meet staffing requirements through close liaison and co-planning with HR function.
• Implements a Staff Development and “Retention Program”
• Ensures to regularly interact and communicate with the Sales Staff to keep the motivation level high and
• Ensures efficiencies in POS and Systems “Usage and Updates” by assigned Store Staff as well as by himself/herself. (Pre-requisite – proficiency in usage of Raymark POS and the XEIS Reporting Tool).
• Ensures all IT related updates on the POS at the Stores are completed in a timely manner so as to maintain data accuracy at the Store Level.

• Implementation of Store Marketing & Merchandising Activations
• Ensures all Store Marketing & Merchandising Activations are executed on time and appropriately:
• All related décor/visuals/POP are ordered adequately and that they are delivered on time and are implemented correctly as per the specific VM guidelines.
• All merchandises related to such activations are ordered on time and are made available at the Stores with complete compliance to the specific VM guidelines.
• All Staff are completely aware of the Activations/Programs/Promotions and are able to communicate the same to the Customers
• Ensures to educate the Staff on the Objective, Purpose, and Mechanics of any such “Activations” prior to the effective date or the date of implementation.
• In coordination with the determines and implements the
• Ensures to maintain a Customer Database on an ongoing manner to enable:
• analysis of Customer Profile for efficiency in Marketing initiatives as well as in determining future Buying Plans
• efficiency in “Content and Reach” for any activations such as SMS or emails
• effectiveness in determining
• Assists KAM =s and MSF Org in Store Footfall drives by collaborating in the following initiatives:
• Adequately stocking and driving sales of GVs at non-competing Brand Stores
• SMSs and emails to the select/target audience
• Any other activities at our Stores
• Ensures to track performances of such “Activations” and send in Reports as per requirement.

Reference ID - GH/CRS/JC//28062019//84896/Specialist NCS Team