Manager, CRM - Planet Fashion

Aditya Birla Lifestyle Brands Limited; Karnataka; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Aditya Birla Lifestyle Brands Limited in Karnataka is seeking an Area Operations Manager to ensure delivery and compliance of exceptional retail standards across stores in the region, driving sales, profitability and customer service while managing budgets.

You will lead store teams, coordinate with franchisees, ensure SOP compliance, monitor cash and stock, participate in new store openings, and identify opportunities to grow footfall and customer engagement across the area.

Job description

Job Purpose

To ensure delivery and compliance of exceptional operational standards throughout stores in the Area in driving sales, profitability, customer service activities, enhancing staff competence and performance, whilst managing within agreed budgets. To ensure that retail operations in the area are efficient and effective.

Job Context & Major Challenges

Retail today is all about being better, faster, and leaner. In their preparation to face fierce competitive pressure, retail operations team needs to recognize the value of building the stores as brands to reinforce their marketing positioning, to communicate quality as well as value for money. Sustainable competitive advantage will be dependent on translating core values combining products, image and customer experience into a coherent retail brand strategy.

Key Challenges

• Effectively managing the team across stores spread across locations, keeping them motivated and acting as a role model for them.
• Effectively manage the P&L within allocated budget in order to affect a profitable performance for the Area.
• Ensuring that all stores adhere to compliance requirements (store and service standards) in all areas of operational activity, company policies and procedures.
• Liasioning with various teams, retail, B&M, VM, projects, retail HR, vendors, franchises, etc. internal as well as external.

Key Result Areas

KRA 1: Tapping Business potential for the Region – Footfall generation – Ensures execution of the footfall generation plan and monitors quality

• Store business plan inputs
• Competition Mapping – Compiles the competition information (sales, offer & merchandise) and validates between locations / markets. Builds up a picture of emerging threats / opportunities.
• Business development – Generate leads for RM in terms of business potential and scope for newer stores

KRA 2: Franchisee Management – Key relationship manager with the franchisee on operational aspects and ensuring compliance on SOPs etc

• Encouraging investment from franchisees

KRA 3: Merchandize Management – Undertakes regular store visits and recommends merchandise changes, if required, and points out the gaps

KRA 4: Store Operations – Monitor store opening timelines

• Monitor operations & Ensure compliance adherence wrt Cash management, Stock Management, Cost management, housekeeping, staff attendance.
• New Store opening – Responsible for recruitment and managing store opening checklist
• SOP Compliance: Undertakes regular store audits and points out the gaps
• Rectifies and maintains store standard

KRA 5: Understanding Consumer needs – Information Collection – Ensure compliance to the procedures and a high rate of registration.

• Information Analysis – Understand the difference in the consumer make up between stores and utilize that knowledge to help the business customize its strategies for the stores
• Develop rapport with top customers (approx 20) of every store.

KRA 6: Team Management – Recruitment – Hire Store Manager under RM’s guidance

• Store manager quarterly appraisal/ performance review
• Motivate and engage the team at the stores
• Sales Targets – Sets weekly targets for the stores in line with trend of the market, expectations of business from his area and store team's views
• Spend Budget – Compliance monitoring, set monthly spends.
• Training – To work with CCAs / SMs to improve specific skill area. Cross transplant skills across stores. Ensure compliance to the training calendar