Customer Relationship Management (CRM)

Job Purpose

Responsible for managing customer relationships, analyzing data to improve customer satisfaction, and driving loyalty programs. Focuses on creating personalized marketing strategies to enhance customer retention and growth.

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

Job Requirements

1. Functional Competencies

2. Behavioural Competencies