Department Manager

Role: Department Manager

Reporting To: Unit Head

People Reporting To DM: Customer Care Associates

Qualification: Graduate/MBA/PGDBM

Experience: Min.1 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