Assistant Store Manager

About Us:

Traya is an Indian direct-to-consumer hair care brand platform provides a holistic treatment for consumers dealing with hairloss. The Company provides personalized consultations that help determine the root cause of hair fall among individuals, along with a range of hair care products that are curated from a combination of Ayurveda, Allopathy, and Nutrition. Traya's secret lies in the power of diagnosis. Our unique platform diagnoses the patients hair & health history, to identify the root cause behind hair fall and delivers customized hair kits to them right at their doorstep. We have a strong adherence system in place via medically-trained hair coaches and proprietary tech, where we guide the customer across their hair growth journey, and help them stay on track.Traya is founded by Saloni Anand, a techie-turned-marketeer and Altaf Saiyed, a Stanford Business School alumnus.

Our Vision:

Traya was created with a global vision to create awareness around hair loss, de-stigmatise it while empathizing with the customers that it has an emotional and psychological impact. Most importantly, to combine 3 different sciences (Ayurveda, Allopathy and Nutrition) to create the perfect holistic solution for hair loss patients.

The Founders:

Founded by Saloni Anand, a techie-turned-marketeer and Altaf Saiyed, a Stanford Business School alumnus.

About the Role:

A Store Manager at Traya acts as an important link between strategy and execution. He/she

drives the store towards achieving all assigned metrics of Store Sales, Conversions, Customer

satisfaction etc. and is responsible for keeping a high level of morale among the store staff,

developing them, controlling attrition, and ensuring smooth operations at the store. He/she

should also be responsible to get into execution (taking hair test, scalp check, closing customers, etc.)

The role will have the following key responsibilities :

- Customer focus: Driving CSAT for all walk-ins / customers in the store

- Greeting customers when they enter store and coaching the team to do the same

- Displaying commitment towards providing exceptional Customer Service and ensuring

that Traya hair experts also treat Customer Satisfaction as a priority

- Dealing with customer service issues such as queries and complaints at store level and

ensuring this is consistent with the team

- Striving to have long lasting and fruitful relationships with each of our customers

SOP adherence & implementation:

- Ensuring that all SOPs for retail are implemented successfully and adhered to by store

employees

- Updating colleagues on business performance, new initiatives and other important issues

- Scheduling the team’s shift timings to meet the store’s business needs and demands

- Ensuring staffing levels are adequate to effectively operate the store

Responsibilities (similar to hair expert):

- Commitment to Customer Satisfaction

- Always putting the customer's needs first

- Greeting customers immediately when they enter store. Shows urgency in providing service to

customers and satisfying their needs

- Finding the underlying reasons for customer hair loss problems and also going the extra mile to

provide the right knowledge and solution

- Scheduling appointments with doctors after hair test / scalp check for new as well as repeat

customers

- Closing customers on Traya treatment plan after paid or free hair test check-up

- Dealing with customer service issues such as queries and complaints for repeat customers

- Striving to have long lasting and fruitful relationships with each of our customers

- Responsible for converting the prospective customers into actual customers

- Engage the customer while taking the hair test, conducting scalp health check using our

proprietary hardware, and deliver the recommended solution

- Identifies situations involving dissatisfied customers and acts quickly for resolution.

Tech Skill set required:

- Having the basic understanding of the POS system to ensure transactions are properly and

effectively processed

- Having the basic understanding of our CRM to be able to understand the customer case history

and provide the right resolution

- Strong understanding of hair science & Traya treatment

Security & Hygiene:

- Ensuring the store and the inventory is neat and clean at all times

- Maintaining the necessary safety measures in ensuring the safety of the store and customers

- Employees at store level, engaging in the customer experience need to be properly groomed