Area Manager - DTC

airtel; Kurnool; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Airtel is seeking a D2C ZSM to lead end-to-end retail and broadband store operations, drive engagement with residential societies, and ensure successful in-store processes. You will coordinate cross-functional teams, monitor KPIs, and strive for profitable store delivery while upholding SOPs across multiple stores.

The role requires a strong blend of entrepreneurship, strategic planning, and team leadership to optimize sales and customer experience in a dynamic telecom environment.

Qualifications

• Results oriented mindset.
• Entrepreneurial mindset.
• Strong communication skills.
• Consultative selling experience.
• Collaborative team player.
• Experience in team management.

Responsibilities

• Drive Retail Store Operations, ensuring SOPs are followed and stores launch on time with staffing, inventory and IT readiness.
• Coordinate with Zonal/Circle/Central teams to provide operational support (service, activations, updates).
• Analyze store/zone level KPIs to identify issues and opportunities, and implement improvements.
• Monitor competitor activity and suggest strategic responses.
• Ensure escalations are resolved within defined TAT and drive store profitability through revenue and cost control.
• Engage with channel partners and RWAs to boost Airtel as the preferred service provider.

Skills

Results orientation

Entrepreneurship

Strong communication

Consultative selling

Collaboration

Team management

Education

Graduate (Full Time)

MBA (preferred)

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.