Store Manager | Location - Surat

Cosmo Films; Surat; On-site; INR 600,000 - 900,000; Full time

Job summary

Cosmo Films in Surat, India seeks an operations leader to drive customer delight, booking efficiency, and compliance across our pet care outlets. You will lead a team, optimize service delivery, and strengthen CRM-driven engagement to boost loyalty and visits.

Responsibilities include ensuring 100% SOP adherence, regulatory license readiness, shrinkage control, and community branding to position the Experience Centre as a local hub for pet care.

Qualifications

Responsibilities

• Deliver a seamless, personalized experience for every pet parent and pet, ensuring high NPS and repeat visits through proactive engagement, swift service delivery, and empathetic interactions.
• Achieve 100% accuracy and timeliness in appointment booking, grooming and vet service scheduling, and follow-ups to maximize resource utilization and service turnaround time (TAT).
• Build lasting relationships with customers by maintaining regular touchpoints, resolving concerns promptly, and leveraging CRM tools to track preferences, special occasions, and feedback.
• Hire, train, and retain a passionate, customer-first team; conduct regular skill-building programs for grooming, retail, and vet support staff; foster high engagement through recognition and career development.
• – Drive revenue growth through optimized product mix, upselling & cross-selling between product, grooming, and vet services, and effective cost control.
• – Maintain shrinkage at or below 1.5% of total net sales through FIFO compliance, robust inward/outward stock control, regular CCTV review, and theft prevention measures.
• – Ensure all operational licenses (e.g., Shops & Establishment, Trade, Bio Medical Waste Management, PNDT, X-Ray/AERB) are valid and renewed on time; manage official visits/inspections in liaison with Area Manager, Legal, and HR.
• – Position the Experience Centre as a local hub for pet care by hosting events, workshops, and collaborations, strengthening brand loyalty and visibility.
• – Ensure 100% adherence to SOPs, safety protocols, and hygiene standards across retail, grooming, and vet care services.

Job description

1. Customer Delight & Experience Excellence Deliver a seamless, personalized experience for every pet parent and pet, ensuring high NPS and repeat visits through proactive engagement, swift service delivery, and empathetic interactions.

2. Operational & Booking Efficiency Achieve 100% accuracy and timeliness in appointment booking, grooming and vet service scheduling, and follow-ups to maximize resource utilization and service turnaround time (TAT).

3. Client Relationship Management Build lasting relationships with customers by maintaining regular touchpoints, resolving concerns promptly, and leveraging CRM tools to track preferences, special occasions, and feedback.

4. Team Engagement, Training & Capability Building Hire, train, and retain a passionate, customer-first team; conduct regular skill-building programs for grooming, retail, and vet support staff; foster high engagement through recognition and career development.

5. Retail & Service Profitability – Drive revenue growth through optimized product mix, upselling & cross-selling between product, grooming, and vet services, and effective cost control.

6. Shrinkage & Stock Loss Control – Maintain shrinkage at or below 1.5% of total net sales through FIFO compliance, robust inward/outward stock control, regular CCTV review, and theft prevention measures.

7. Regulatory Compliance & Inspection Readiness – Ensure all operational licenses (e.g., Shops & Establishment, Trade, Bio Medical Waste Management, PNDT, X-Ray/AERB) are valid and renewed on time; manage official visits/inspections in liaison with Area Manager, Legal, and HR.

8. Community & Brand Building – Position the Experience Centre as a local hub for pet care by hosting events, workshops, and collaborations, strengthening brand loyalty and visibility.

9. Compliance & Process Adherence – Ensure 100% adherence to SOPs, safety protocols, and hygiene standards across retail, grooming, and vet care services.