Service Excellence Manager

Key responsibilities

1. Training

• Engage with Store Leadership Team and calendarize training for Services in Appliances
• Conduct classroom & shopfloor training on ZipCare products for Promoters & Store associate
• Continuous improvement on Product Delivery through Mock sales & perfecting the sales pitch
• Improvement plan of low scores in assessments, make action plan to better their performance

2. ROMA Application

• Perfect the sale process through optimum utilization of ROMA application. Deliver additional Services sales to existing Croma customers

3. Staff engagement

• Reward best performers through spot rewards & recognition
• Implement monthly review action plan as agreed in the MORs

4. Reports & Analysis

• Prepare Monday report for Store Leadership review
• Weekly / Monthly Services improvement action plan with tracking of its results
• Identify low attach OEMs, Price bands,

5. Improve attach%

• Give inputs on how to better the sales pitch by live demonstration of the sales
• Engage with 5 customers per day during peak hrs & influence conversion
• Give action plan with pricing, offer, schemes and promotions required to Support Office
• Daily briefing of store associates & promoters on Services attach with areas of improvement
• Reverse ushering on the shopfloor to engage with customer who did not buy Services