Position: Unit Head (SSL)
Grade : P4/ P3
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Eligibility Parameters:
- Minimum 8 years of supervisory experience in Retail, hospitality, QSRs, FMCG.
- Exposure to P&L.
- Good understanding of current industry.
- Exposure to large format stores/business is preferred.
Education Qualification
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Minimum : Graduation
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Desired : MBA
Position Reports to : Area Controller
Positions reporting into Unit Head : Retail Operations Manager/ Department Manager
Required Competencies
Analysis & Judgement
Strategic Perspective
Leadership
Customer Focus
Process Orientation.
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Key Accountabilities/Responsibilities
The most important end-results for which an incumbent would be held responsible at the end of the year.
Topline Growth
- Regular review of Business and workout strategies on week basis.
- Focus on Private Brands to boost sales.
- Strategy to increase Market Share.
- Increase Customer entry through incentives during off peak Customer Entry time and Tie-ups for customer crossover.
- Improve Stockturns.
- Strategy for improvement in percentage of First Citizen Silver and Gold sales.
- Organizing and implementing sales programmers and brand strategies.
- Strategies to Improve cash-memo size and quantities.
- Section wise Client allocation as required.
- Customer Retention.
- Align Visual Merchandise to Sales plans to boost sales.
Store Processes & Audit
- Regular stock take of Assets.
- Perpetual Inventory Control system.
- Ensure all assets buying as per plans and approvals.
- Responsible for conserving and protecting assets by managing assets judisiously for higher asset turnover.
- Corporate Governance at the unit level encompassing all legal and statutory requirements.
- Ensure that security system are followed and awareness of security procedures.
- Ensure housekeeping standards are maintained and replenishment followed
- Crisis handling.
- Set monitoring process for target review and sensitise CCA's to identify customers seeking help.
- Ensure that laid out policies and procedures are followed.
Maintain and Improve Service Standards
- Development of Customer Service Processes and Facilities.
- Improving Customer Service Index
- Ensure that the departments are kept customer friendly to enable them buy without human intervention
- Ensure that all standard operating procedures and systems are followed
- To ensure that Seconds per items(SPI) is at the minimum.
- To ensure that Client is available as per A, B, C categorisation of the departments
- To ensure that the stipulated quality and time lines are maintained for alterations
- To ensure soliciting customer feedback forms, ensure action on the floors and reply back within stipulated timelines.
- Ensure Product training for all CCA's
- Ensure that exchanges are minimum and within norms.
Leading People
- Development and training of unit team
- Motivation and counselling
- Improve productivity through Client Allocation
- Improve Employee Satisfaction Index
- Employee relations
- Fair appraisals process and review
- Work discipline
- Setting KRA's for the team and ensure support to achieve it
- Certified trainer for RSS and ACE
Improve Profitability & Resource Management
- Defectives handling: Ensure action on defective pieces from customer/vendors on a weekly basis. Ensure action on shop soiled merchandise periodically
- Loss prevention and shrinkage control
- Ensure high margin merchandise is given priority to sell
- Optimise maintenance costs and negotiate AMC's
- Control costs and expense.
Maintain & build PR and Business Relations
- Drive and initiate local schemes and promotions in the store
- Business relations and negotiations for the store
- Media Relations
Strategies sales plans; Budgeting & control
- Ensure documentation and communicating market development and business trends for future planning
- Competition mapping - Monitoring competition to study their products, prices, merchandise, customers and opportunities
- Ensure learning from business, customers and employees are documented and consider them while planning for the coming season.
- Ensuring space returns
- Budgeting
- Preparation, analysis and review of Reports
- Review of expenses and PICS every fort night
Responsible for Store Image
- Organizing and implementing brand building strategies.
- Ensure that standardized systems of stacking and stocking are followed
- Ensure that the guildelines given by VM are followed.
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