Customer Relationship Manager

Key Responsibilities

• Set store sales plans and quotas aligned with business objectives.
• Maintain Gross Margin, SOH, Segment & Brand mix, Discount management, and other metrics as per business strategy.
• Implement production, productivity, quality, and customer service standards.
• Recommend product lines and ensure appropriate merchandise mix.
• Drive sales, margin, shrink control, inventory management and cost optimization.
• Manage commercials and statutory compliance.
• Manage performance and foster teamwork among store staff.
• Identify and develop talent for critical positions.
• Address customer feedback to improve service and processes.
• Stay updated on competition and manage customer escalations.
• Drive local events and promotions as per marketing calendar.
• Promote a "Customer Obsessed Culture" to prioritize customer centricity.

Key Performance Indicators

• Business Management: Gross Margin, SOH Segment & Brand mix
• Discount Management
• Brand share
• Finance - Paper/card VM Implementation.
• Achieve Nos- TGT Vs Ach, RCP, Attachment, EOL.
• Customer Experience - VOC - Participation, score, SQA, complaints, Loyalty cards.
• People Management.
• Business Acumen - profitability, Competition.
• Jio Business - Activations, Recharges, CAF Rejections

Job Requirements

1. Functional Competencies

• Operational Effectiveness
• Finance Management
• Analysis and Problem Solving
• Results Orientation

2. Behavioural Competencies

• Self-Development
• Emotional Intelligence
• Customer Service Orientation
• People Management
• Communication
• Teamwork and Collaboration