Department Manager

JOB DESCRIPTION

Role : Department Manager

Reporting To : Unit Head

People Reporting To DM : Customer Care Associates

Qualification : Graduate / MBA / PGDBM

Experience : Min.1 year Managerial experience

Salary : Upto p.a

Key Deliverables

Achievement of Budgeted Plan

Works out action plans / tactics to match requirement

Competition mapping

Identifies parameters to track competition

Builds resources and databases of information on an ongoing basis by networking

Creates an index and updates it

Inventory Management

Does process mapping for movement of stocks from receiving bay to floor

Initiates stock-takes as per the agreed and laid down procedure

Ensures effective displays with the objective of achieving greater number of stock turns

Plans for perpetual inventory

Customer care / customer service

Ensures customers are guided to enable them to avail of value added services like gift-wrapping, alterations, exchanges & other conveniences

Sets up processes / initiates plans to build for moments of magic, avoid customer complaints & grievances

Customer feedback

Sets up mechanism for recording of verbal complaints / suggestions

Ensures collation of data on customer complaints / suggestions and circulates it to relevant people

Ensures in service recovery within agreed time-line (72 hours)

Ensures customers queries are addressed and complaints / grievances are resolved (I.e. moments of misery are converted into moments of magic)

Manpower availability

Anticipates shifts in customer entry pattern and directs supervisors to schedule CCA availability accordingly

Floor presentation

Understands the Visual Merchandising plan and customer buying process and translates the VM plan to match local needs and as per stock availability

Communicates the above to supervisors

Arrangement of stock in space allocated as per plan

Creates display plan of merchandise for his sections on the basis of underlying principles

Communicates the display plan and the underlying principles to the supervisors for the purpose of execution

Analysis and reporting

Analyzes available data, identifies causes and suggests solutions

Identifies all reports that need to be generated with frequency, schedules and identifies sources of information

Ensures compliance

Shrinkage control

Identifies most pilfered products and common methods of pilferage