AGM - Area Lead Vi Stores

Vodafone Idea Limited; Mumbai; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Vodafone Idea Limited in India is seeking an AGM – Area Retail Lead to drive the customer-first agenda across stores in the assigned area, leading postpaid and retail performance while ensuring profitability through governance and cost discipline.

The role requires 8–10 years of retail/telecom experience, with a strong ability to interpret KPIs, coach Store Managers, and execute local market activation. An MBA is preferred, along with proficiency in MS Excel and PowerPoint.

Qualifications

• 8–10 years of experience in retail sales and operations, preferably in telecom.
• Strong business and commercial acumen with ability to interpret KPIs, P&L, productivity and customer-experience data.
• Proven people leadership, coaching and performance-management capability across Store Managers and frontline teams.
• Working knowledge of telecom products, KYC/activation processes, digital tools, store controls and local market.

Responsibilities

• Own the area business plan and deliver targets for postpaid acquisition, consumer and enterprise/IOIP mix, MNP, premium numbers, upgrades, revenue and retention.
• Champion TNPS and customer experience by reviewing store insights, improving journey adherence, resolving escalations within TAT and implementing corrective actions.
• Drive Store Manager and CRE productivity through target setting, daily/weekly governance, field coaching, capability building, recognition and performance interventions.
• Ensure store profitability and operational excellence through manpower deployment, inventory and cash controls, ageing reduction, cost discipline and process adherence.
• Maintain 100% compliance with KYC/DKYC, activation, audit, safety, security and company SOP requirements; close identified gaps within agreed timelines.

Skills

Leadership

Retail operations

KPI analysis

Customer orientation

KYC/activation

Education

MBA / postgraduate

Bachelor's degree

Tools

MS Excel

PowerPoint

Job description

Job Description:

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Designation: AGM – Area Retail Lead

Function: Retail / Postpaid

Band: M2

Reports to: Circle Retail / Postpaid Lead

Location: Circle / Assigned Retail Area

Role Purpose

• Drive the Customer First agenda and deliver an unmatched customer experience across all stores in the assigned area.
• Lead core retail business performance with focus on acquisition, revenue, MNP, retention and churn reduction.
• Build healthy and profitable stores through strong productivity, cost control, governance and compliance.
• Develop Store Managers and frontline teams to achieve sustained business and service outcomes.
• Execute strategic growth priorities including digital fulfilment, enterprise/IOIP opportunities and local market activation.

Key Accountabilities And Decision Ownership

• Own the area business plan and deliver targets for postpaid acquisition, consumer and enterprise/IOIP mix, MNP, premium numbers, upgrades, revenue and retention.
• Champion TNPS and customer experience by reviewing store insights, improving journey adherence, resolving escalations within TAT and implementing corrective actions.
• Drive Store Manager and CRE productivity through target setting, daily/weekly governance, field coaching, capability building, recognition and performance interventions.
• Ensure store profitability and operational excellence through manpower deployment, inventory and cash controls, ageing reduction, cost discipline and process adherence.
• Maintain 100% compliance with KYC/DKYC, activation, audit, safety, security and company SOP requirements; close identified gaps within agreed timelines.
• Lead local market execution, competitor tracking, store catchment activation, digital/Neo order fulfilment and cross-functional initiatives with Circle teams.
• Review store-level analytics, identify performance deviations, take timely corrective decisions and escalated systemic constraints with clear recommendations.

Core competencies, knowledge and experience

• 8–10 years of experience in retail sales and operations, preferably in telecom, with responsibility for multiple stores or a geographic area.
• Strong business and commercial acumen with ability to interpret KPIs, P&L, productivity and customer-experience data.
• Proven people leadership, coaching and performance-management capability across Store Managers and frontline teams.
• Strong customer orientation, problem solving, stakeholder management and execution discipline.
• Working knowledge of telecom products, KYC/activation processes, digital tools, store controls and local market.

Must Have Technical / Professional Qualifications

• Graduate in any discipline; MBA / postgraduate qualification in Sales, Marketing or Management preferred.
• Proficiency in MS Excel, PowerPoint and retail performance dashboards.

Budget owned: Area store operating costs and approved local initiatives, as per delegation of authority.

Key Performance Indicators

• Achievement of area acquisition, MNP, revenue, ARPU/premium plan, enterprise/IOIP and retention targets.
• TNPS/customer-satisfaction performance, online responsiveness and customer-escalation closure within TAT.
• Store profitability, productivity per FTE, cost control, manpower stability and incentive penetration.
• Audit, KYC/DKYC, activation, cash, inventory, safety and SOP compliance with nil critical observations.
• Neo/digital order SLA, order-to-activation conversion, cancellation control and activation quality.
• Store Manager/CRE capability, training completion, performance improvement and succession readiness.

Direct reports: Store Managers / designated retail team members within the assigned area.

Dotted reports: CREs / frontline associates and shared support resources aligned to the area.

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership