Department Manager

Shoppers Stop; Chhatrapati Sambhajinagar District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Shoppers Stop is seeking a Department Manager in Maharashtra to lead the customer care and inventory management for a department. The role reports to the Unit Head and oversees Customer Care Associates. A graduate or MBA/PGDBM with at least two years of managerial experience is required.

The manager will drive budget attainment, floor presentation, stock planning, and customer service excellence while ensuring shrinkage control and data-driven decision making.

Qualifications

• Graduate/MBA/PGDBM is required
• Minimum 2 years of managerial experience for the role

Responsibilities

• Achievement of Budgeted Plan — formulate action plans to match requirement
• Competition mapping — track competition and update data
• Inventory Management — plan stock movement and initiate stock-takes
• Customer care/customer service — guide customers to avail value added services
• Customer feedback — record complaints/suggestions and resolve within 72 hours
• Manpower availability — schedule CCA availability according to footfall
• Floor presentation — translate Visual Merchandising plan to local needs
• Arrangement of stock in space allocated as per plan
• Analysis and reporting — analyze data and generate reports
• Shrinkage control — identify pilfered products and pilferage methods

Education

Graduate/MBA/PGDBM

Job description

JOB DESCRIPTION ROLE:Department Manager

REPORTING TO:Unit Head

PEOPLE REPORTING TO DM:Customer Care Associates

Qualification: Graduate/MBA/PGDBM

Experience - Min.2 year Managerial experience

Key Deliverables- Activities

Achievement of Budgeted Plan- Works out action plans/tactics to match requirement

Competition mapping- Identifies parameters to track competition Builds resources and databases of information on an ongoing basis by networking Creates an index and updates it

Inventory Management- 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

Customer care/customer service- 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

Customer feedback- 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)

Manpower availability- Anticipates shifts in customer entry pattern and directs supervisors to schedule CCA availability accordingly

Floor presentation- 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

Arrangement of stock in space allocated as per plan- 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

Analysis and reporting- 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

Shrinkage control- Identifies most pilfered products and common methods of pilferage