Department Manager

JOB DESCRIPTION
Role:
Department Manager
Reporting To:
Unit Head
People Reporting To DM:
Customer Care Associates

Qualification:

Graduate/MBA/PGDBM

Experience:

Min.
2-year Managerial experience
Salary:
Upto 500000 p.a

Key Deliverables

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

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