Manager

Role & responsibilities

Sales Performance Analyst analyses sales performance outlet wise month on month to identify gaps and take corrective action accordingly.

• Regularly analyze sales data and metrics
• Identify areas for improvement
• Develop and implement sales performance initiatives

Process Improvement Specialist Champions all non-aero business processes and SOPs. Support the commercial head in creating new SOPs for businesses wherever required.

• Identify process inefficiencies
• Develop and implement process improvements
• Streamline sales operations

Customer Satisfaction Champion Identifies and plugs in all gaps impacting customer satisfaction scores for the airport.

• Develop and execute customer satisfaction initiatives
• Analyze customer feedback surveys, CSAT scores etc to identify action points
• Analyze results to inform sales strategies
• Improvement in customer satisfaction survey scores

Team Coach and Developer Plans and initiates the training for all concessionaire staff, promoters, non-aero commercial internal staff to impact business, ensures best in class execution, compliance adherence and increased customer satisfaction.

• Provide coaching and training to sales teams
• Develop and implement sales training programs
• Enhance sales skills and knowledge

MIS & Analytics: Analyze and publish daily, weekly, monthly MIS highlighting KPIs (Sales, Income, SPP, IPP, ATV etc.) for informed decision making.

• Develop and maintain sales performance reports and dashboards
• Analyze data to impact sales strategies and initiatives

Standards and Quality Control: Ensure all F&B and Services outlets at Terminals comply with safety, security, operational and quality standards. Prompt complaint resolution and feedback handling from passengers/stakeholders.

• Manage projects related to sales performance, process improvements, and customer satisfaction
• Ensure timely completion and effective implementation
• Execution of all initiatives from the corporate office at the desired level.
• Audits of all retail, food and beverage and services outlets for hygiene standards, service quality, outlet upkeep and maintenance, staff grooming and other parameters as decided

Preferred candidate profile

Relevant experience in retail operations, malls, managing multiple retail stores

8-10 years in a managerial role with at least 4 years in managing teams

Perks and benefits