Department Manager

Shoppers Stop; North Goa; On-site; INR 400,000 - 650,000; Full time

Job summary

Shoppers Stop in Goa is seeking a Retail Operations professional responsible for delivering on budgeted plans, optimizing stock flow from receiving to floor, and executing VM and floor presentation to match local demand.

You will lead inventory counts, process improvements, and customer service initiatives, set up feedback mechanisms, and ensure timely issue resolution. The role emphasizes proactive planning, data-driven reporting, and shrinkage control within a dynamic store environment.

Qualifications

• Works out action plans/tactics to match requirement
• Identifies parameters to track competition
• Builds resources and databases of information on an ongoing basis by networking
• Creates an index and updates it
• 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
• 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
• 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
• 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

Responsibilities

• Action plans to meet requirements
• Track competition parameters and update index
• Map stock movement from receiving bay to floor and conduct stock-takes
• Display optimization to improve stock turns
• Perpetual inventory planning
• Guide customers to value added services (gift-wrapping, alterations, exchanges) and resolve grievances
• Set up mechanisms to record and act on verbal complaints and suggestions
• Address customer queries and resolve complaints within 72 hours
• Anticipate staffing needs and schedule CCA availability
• Translate VM plans to local needs and stock availability; communicate to supervisors
• Create and communicate display plans to supervisors for execution
• Analyze data, identify causes and suggest solutions; define required reports and timetables; ensure compliance
• Identify pilferage patterns and protective measures

Job description

Key DeliverablesAchievement 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 Role & responsibilities

Preferred candidate profile