GM – Retail Service

Retail
Indore, IN
February 21, 2023

Job Overview

  • Date Posted
    February 21, 2023
  • Location
    Indore, IN
  • Expiration date
    --

Job Description

About: 


Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

Role

Retail Service Lead

Job Level/ Designation

M3

Function / Department

Retail

Location

Indore

Job Purpose

To be the best in class Retail operations across all formats –LFS & SFS through constantly upgrading the level of service provided to the walk in customers thus creating a delightful and enriching experience.

Ensuring a high Emotional quotient on the Retail floor through happy & tenured employees driving Customer Experience, Service Operation, Capability Building and Digital Interaction agenda

Key Result Areas/Accountabilities
  1. Drive Customer Experience excellence Agenda- Drive Service experience agenda across retail stores in coordination with various stakeholders across Clusters and Corporate Retail. Metric- TNPS, EQ, Complaints
  2. Manage & Improve Physical Infrastructure and Ambience– Drive and manage upkeep and ambience of stores in coordination with various stakeholders including Commercial, Finance and Corporate. Metric- EQ Score on Infra, Audit feedback during visit by senior management and employee
  3. Drive Digital Interaction @ Store– Drive and facilitate Digital app download and interaction with aim to improve customer awareness and engagement on Digital product/App. Metric- App Download, App Interaction, New App DL etc.
  4. Design, Standardise & Improvise processes and policies– Design standardized in-store policies / procedures / processes / guidelines and implement them, in the Vi Way. KPI- No of Processes improved
  5. Capability Building & Best Practice Replication– To ensure best in class Retail experience at customer touch points ,work with CS Capability teams to deploy training programs . KPI – % People successfully trained on identified training/capability building program.NPS score on Capability Building Program    

 

Core Competencies, Knowledge, Experience
  • Good Inter personal skills for effective working with cross functional teams
  • Excellent Analytical Skills
  • Powerful influencing skills, effective relationship management skills and proven ability to function within a matrix- organisation
  • Independent thought leadership and drive to execute – should be a recognised leader in his/ her specific area of competence

Experience: 10+ years overall experience and should have worked in Retail or Quality or Service functions

 

Must have technical / professional qualifications

•             Essential : Relevant Exp. preferably from telecom Industry

•             work ex:  10 yrs

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership


Related Jobs