Manager Operations

Croma; Ahmedabad District; On-site; INR 350,000 - 500,000; Full time

Job summary

Croma in India seeks a store operations professional to drive customer service excellence, ensure 100% adherence to sales processes, and resolve escalations. The role also covers in-store merchandising, inventory accuracy, manpower planning, training coordination, and enforcing a strong store culture.

The candidate will lead performance reviews, optimize customer experience metrics (NPS, ENPS), and ensure compliance across SOPs for Merchandising, Sales, Service, and Inventory while driving sales

Responsibilities

• Ensure 100% sales process implementation and compliance
• Ensure all customers are attended to appropriately and timely resolution of customer escalations.
• Daily review & follow up on complaints & resolution as per predefined SLA & TAT
• Improve overall customer experience (Customer NPS, Mystery Audit Score) and take corrective actions based on customer feedback
• Ensure 100% compliance on Planogram, Merchandising and Ticketing
• Ensure efficient & accurate in-store inventory management
• To ensure adequate manpower at all times
• Do a training need analysis and accordingly plan trainings along with the Cluster trainers.
• Review and improve Training Assessment Scores
• Responsible to uphold the Croma culture and ensure decorum and discipline within the store team
• Enable strong communication within the team and improve morale by coaching, counselling, motivating, monitoring & disciplining employees
• Clear communication of the Incentive Policy to ensure every employee is aware and motivated to achieve the targets and earn incentives
• Lead & ensure 100% compliance on people processes
• Track performance of all team members and recognizes best performers on an on-going basis
• Ensure compliance of all store SOPs relating to Merchandising & Ticketing, Sales, Service and Inventory
• Drive sales and conversion to achieve store targets and improve store performance on all KPIs
• Review category performance on Sales, Inventory, Customer Service, People processes and take necessary corrective action
• Improve parameters such as Employee Net Promoter Score (ENPS), Customer NPS, Employee Satisfaction Index by regular reviews and action planning
• Improve scores on internal Processes and Audits SOP, SMART, Safety audits, Mystery audits through timely interventions
• Gaps identified in the Internal Audits to be fixed and complied to

Job description

Customer Service:

• Ensure 100% sales process implementation and compliance
• Ensure all customers are attended to appropriately and timely resolution of customer escalations.
• Daily review & follow up on complaints & resolution as per predefined SLA & TAT
• Improve overall customer experience (Customer NPS, Mystery Audit Score) and take corrective actions based on customer feedback

In-store Merchandising:

• Ensure 100% compliance on Planogram, Merchandising and Ticketing
• Ensure efficient & accurate in-store inventory management

People Management:

• To ensure adequate manpower at all times
• Do a training need analysis and accordingly plan trainings along with the Cluster trainers.
• Review and improve Training Assessment Scores
• Responsible to uphold the Croma culture and ensure decorum and discipline within the store team
• Enable strong communication within the team and improve morale by coaching, counselling, motivating, monitoring & disciplining employees
• Clear communication of the Incentive Policy to ensure every employee is aware and motivated to achieve the targets and earn incentives
• Lead & ensure 100% compliance on people processes
• Track performance of all team members and recognizes best performers on an on-going basis

Performance Management & Review:

• Ensure compliance of all store SOPs relating to Merchandising & Ticketing, Sales, Service and Inventory
• Drive sales and conversion to achieve store targets and improve store performance on all KPIs
• Review category performance on Sales, Inventory, Customer Service, People processes and take necessary corrective action
• Improve parameters such as Employee Net Promoter Score (ENPS), Customer NPS, Employee Satisfaction Index by regular reviews and action planning

Process:

• Improve scores on internal Processes and Audits SOP, SMART, Safety audits, Mystery audits through timely interventions
• Gaps identified in the Internal Audits to be fixed and complied to