Department Manager

Shoppers Stop; Mumbai; On-site; INR 495,000 - 605,000; Full time

Job summary

A leading retail brand in Mumbai is seeking an experienced Manager for Customer Care Associates. This role requires a graduate with a minimum of 2 years of managerial experience. Responsibilities include developing action plans, managing inventory, analyzing competition, and ensuring excellent customer service. The position offers a competitive salary of up to 550,000 per annum and opportunities for professional growth within a dynamic environment.

Qualifications

• Minimum 2 years of managerial experience in retail or customer service.
• Proven ability to manage inventory effectively and optimize displays.
• Strong skills in customer service and complaint resolution.

Responsibilities

• Develop action plans to meet customer care requirements.
• Analyze competition and maintain updated information databases.
• Manage inventory processes and ensure stock display effectiveness.
• Create and implement customer service improvement plans.
• Perform analysis of available data to identify solutions.

Skills

Managerial experience

Customer service expertise

Inventory management

Analytical skills

Education

Graduate/MBA/PGDBM

Job description

People Reporting To DM: Customer Care Associates

Qualification: Graduate/MBA/PGDBM

Experience: Min.2-year Managerial experience

Salary: Upto 550000 p.a

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
• 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

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
• Identifies most pilfered products and common methods of pilferage