Customer Service & Support Jobs in Kolkata, India (Now Hiring) — 309 open — Page 2

Process Contributions

Process Contribution

Process Outcome

Performance Measure

Sales: Sales planning: Business plan formulation

1. Provide inputs to the ABM to consolidate the potential sales on the stores and develop the annual business targets

2. Develop and seek approval on the manpower norms for the store with the ABM

· Annual business plan

· Year on Year business growth

Sales: Evaluation and control: Conducting business performance reviews

1. Monitor the financial performance of store against targets periodically

2. Develop and implement reporting & review mechanisms to track operational performance and ensure course correction

· Business performance review calendar

· Percentage of deviation from target achievement

Sales: Retail Operations: Store Management

1. Drive the Sales plans, monitor and analyse the sales data in coordination with the Sales Staff to ensure that the store targets are met

2. Ensure adequate level of staffing in the store as per store manpower matrix and take appropriate actions accordingly; ensure that duties, responsibilities and targets are cascaded appropriately and effectively monitored

3. Monitor the indents for the stock based on the options shown by the symphony systems and ensure optimization

4. Ensure adherence of the staff to the Code of Conduct viz. Rules & Regulation, Morning Meeting, Confidentiality, Attendance, Leave, Dress Code, Uniform, Accommodation, Mess, etc.

5. Review the various financial records and ensure that its consistent as per the guidelines; Ensure that all the commercial compliance is carried out as per the corporate guidelines

6. Ensure implementation of Golden Cocoon Scheme as per the policy; coordinate with the corporate teams to enhance the effectiveness and reach of the scheme

7. Anchor periodic customer meets for birthdays, anniversaries, dormancy drives, GC awareness programs etc. and ensure maximum customer

8. Manage the store operations in the store in coordination with all the relevant stakeholders like admin, IRSG, Regional VM etc.

9. Ensure the maintenance of stock level and its replenishment as per the sales and customer preferences.

10. Asses the ageing of stock and product Mix as per the market preferences within the store and coordinate with the merchandising team for optimization

11. Support the marketing plan formulation in coordination with the marketing teams and the ABMs with daily monitoring of the activities identified

12. Ensure implementation of lean retaining principles in the store

· Store operating policy

· Increase in customer satisfaction score

· Increase in revenue

· Number of cases of non-compliance

· Adherence to timelines

Sales: Retail marketing

1. Develop the annual marketing plans and BTL activities along with the ABM

2. Propose activity for the retail initiatives in stores and marketing support in terms of VM updation, gift with purchase introduction & promotions etc.

· Annual retail marketing calendar

· Increase in sales

· Increase in customer satisfaction scores

Sales: Retail Operations: Scheme management

1. Ensure roll out of the national schemes in the store as per the defined timelines with coordination from the retail operations and finance teams

2. Provide inputs to the ABMs and retail operations teams in developing region specific schemes for potential seasonal improvement in sales

· Scheme roll out

· Adherence to timelines

Sales: Retail Operations: Feedback management

1. Collate and relay customer feedback to the corporate teams like the merchandising, retail operations etc. to improve customer satisfaction and store ratings

2. Participate in product meet periodically and select the products as per the prevailing trend and customer demands

· Feedback mechanism

· Increase in customer satisfaction score

Sales: Retail operations: Incentive management

1. Ensure pay-out of the incentive schemes to the store staff as per individual performance with coordination from the relevant teams and escalate appropriately if needed

· Incentive scheme management

· Number of cases of non-compliance

Sales: Retail operations: Training and development

1. Conduct training need analysis in the store and nominate staff to undergo re-training when required

2. Conduct specific training and re-training sessions to the store staff on new systems, policies and processes

· Annual training calendar

· Effectiveness of training

· Increase in sales

Sales: Retail operations: Recruitment & Selection

1. Conduct interviews for the selection of store staff with coordination from the HR teams and regional teams

· Recruitment policy

· Quality of new hires

Retail operations: Field sales operations management: Customer complaint resolution

1. Manage customer queries and complaints as per the company guidelines; Identify and engage with high profile and regular customers to extend better services

· Complaint resolution policy

· Customer satisfaction scores

People & Talent Management

1. Drive a culture of diversity, performance and transparency in the store and ensure the employees in the store are engaged.

2. Mentor and develop staff using a supportive and collaborative approach.

3. Ensure talent pipeline is created by succession planning for the critical positions in the region.

· Employee Engagement

· Performance

· Diversity & Integration

Sales: Sales planning: Business plan formulation

Sales: Evaluation and control: Conducting business performance reviews

Sales: Retail Operations: Store Management

Sales: Retail marketing

Sales: Retail Operations: Scheme management

Sales: Retail Operations: Feedback management

Sales: Retail operations: Incentive management

Sales: Retail operations: Training and development

Sales: Retail operations: Recruitment & Selection

Retail operations: Field sales operations management: Customer complaint resolution

People & Talent Management