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