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Customer Experience Manager
Shoppers StopGoa, Republic Of India, IN18 hours ago
Job descriptionIdentifies parameters to track competition Builds resources and databases of information on an ongoing basis by networking Creates an index and updates it 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 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 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) Anticipates shifts in customer entry pattern and directs supervisors to schedule CCA availability accordingly 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 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 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 Identifies most pilfered products and common methods of pilferage
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 500000 p.A
Key Deliverables
Achievement of Budgeted Plan
- Works out action plans / tactics to match requirement
Competition mapping
Inventory Management
Customer care / customer service
Customer feedback
Manpower availability
Floor presentation
Arrangement of stock in space allocated as per plan
Analysis and reporting
Shrinkage control
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Manager Customer Experience • Goa, Republic Of India, IN
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