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Key Result Areas/Accountabilities
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- Drive Customer First Agenda(Focus on unmatched Customer Experience)
- Deliver Customer Delight by building unparralled customer experience through process improvement/actions identified by EQ/TNPS Feedback.
- Drive Overall Customer Experience improvements, with keen eye on Non Deviant Compliances and Continuous Process improvements.
EQ/TNPS Score improvements.
- Drive First Time Right with FTR Improvement
Ensure 100% Compliance of VS/VMS/ADVMS/MI/CRS to eliminate operational misses including payment Updation, document compliance, SR Tagging, CRM Tagging, Etc.
- Deliver Big Bets for Driving Future Growth(Strategic Thrust Areas)
- Catchment Marketing : Leverage on a robust Go-to-Market plan and calendar to drive relevant walk-ins and business including using upsell powerfully with a robust RA for executing Next Best Action
- Build Revenue per Store across formats by increased relevant footfall to the store which will drive business
- Walk-ins improvement
- Conversions improved
- MVA/MIA Download from every walk ins to be 100%
- Deliver 100% achievement on Post-paid Gross and Net Gross Targets.
- Ensure 100 % UL Prepaid Acquisitions from all COCO and FOFO Stores on MOM Basis.
- Ensure The SR (Sales Reversal) is must BE as per the Norms of the VIL.
- Promote and sell Family and Friends plan >299 Rental in Both the Brands.
- Deliver the Profitability of each and every Store in both the Brands and in all Formats
- Build The Best Team(Happy Employees, Great Careers, Team work, HSW)
- Strengthen VS/VMS operations through quality recruitment, coaching and fostering a culture of customer focus, openness & diversity.
- Drive the Sales Incentive Plan and Higher penetration of off-roll incentives
- Own frontline and lead attrition control initiatives by example, by being a strong proponent of Associate Life Cycle Management in the Zone
- Sales Incentive Plan: Minimum 80% team [FTE/Associates] to earn 90% of target incentives. Payout aligned to retail performance.
- Off-roll incentive penetration to improvment.
- Manpower: Reduce Off-role attrition
- Maintain all Statutory Compliance and HSW Policies among all Off roll and On Roll Employees OF Zonal Retail Team.
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Core Competencies, Knowledge, Experience
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Channel Management
Distribution Management
Store handling experience
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