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Area Manager - Direct To Customer

Area Manager - Direct To Customer

airtelIndia
2 days ago
Job description

About the Role

D2C ZSM spearheads delivery of all lines of businesses in the catchments assigned. He / She maximizes extraction while providing quality service to customers. Both Retail teams & Broadband teams roll up to this role holder. He / She would drive engagement with residential societies (RWAs) to make Airtel the preferred Service provider as well as ensure successful In-store operations.

Strategic Store Rollouts- Ensuring all store deployment processes are completed in time for launch of stores (staffing / inventory / IT)

Store Operations / Compliance / Profitability :

  • Ensure & Own compliance with all defined SOPs
  • Co-ordination with Zonal / Circle / Central cross-functional teams to ensure required operational support (e.g. service processes, activations processes, ops, updates etc)
  • Understand and analyze store / zone level analytics reports (KPIs) to identify issues, areas of improvement, deviations etc.
  • Monitor all competitor activities and share recommendations for response
  • Ensure escalations are handled within the stated TAT
  • Is responsible to drive and achieve stores profitability through delivery of agreed revenue & cost plan
  • To ensure deployment of agreed programs across all stores

Broadband Operations :

  • Enhance acquisition quality
  • Drive growth in contribution from higher rental plans
  • Mark territories for TSMs and drive productivity growth.
  • Increase the Tag utilization in Low Utilized NEs and buildings.
  • Working closely with Channel Partners and TSMs to support closure of leads
  • Drive engagement with residential societies (RWAs) to make Airtel the preferred
  • service provider

    • Customer Service :

  • Provide best in class services to customers while keeping Detractor Index in check.
  • Ensure total compliance of CE guidelines & processes
  • Ensure Circle support to manage exceptional escalations, if required

    • People development & Team management :

  • Ensure seamless supply of quality manpower at the stores & field
  • Control TSMs & SM attrition by ensuring constant training programs, improving quality of recruitment, driving Rewards and Recognition and ensuring proper on boarding process.

    • Experience & Skills Required

  • Results orientation
  • Entrepreneurship
  • Strong communication skills
  • Consultative Selling skills
  • Collaboration skills
  • Team management
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    Area Manager • India