Area Manager - DTC

airtel; Gandepalli; On-site; INR 2,200,000 - 3,800,000; Full time

Job summary

Airtel India in Gandepalli, Andhra Pradesh is seeking a D2C ZSM to drive delivery across retail and broadband operations, maximizing customer satisfaction while aligning with corporate objectives.

The role involves leading store rollout, ensuring SOP compliance, coordinating with zonal and central teams, and building partnerships with RWAs and channel partners to boost store performance and service standards.

Qualifications

• Graduate/MBA with proven sales experience in Retail or Broadband.
• 6-8 years of sales experience, preferably in Retail / Broadband sales.
• Strong communication and interpersonal skills.
• Entrepreneurial mindset with ability to drive revenues and profitability.

Responsibilities

• Oversee store deployment processes including staffing, inventory, and IT for new store launches.
• Ensure compliance with SOPs and coordinate with cross-functional teams for operations.
• Analyze store and zone KPIs to identify issues and opportunities.
• Monitor competitor activities and recommend responses.
• Drive profitability by delivering revenue and cost plans and deploying programs.
• Engage with residential societies to improve service delivery and retailer partnerships.

Skills

Results orientation

Entrepreneurship

Strong communication skills

Consultative selling skills

Collaboration skills

Team management

Education

Graduate (Full Time)

MBA

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.

Retail 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

Educational Qualifications

Must be a Graduate (Full Time)/ MBA (preferred)

Work Experience

Must have 6 - 8 years of sales experience, preferably in Retail / Broadband sales.