Job Description

Job Purpose To be the best in class Retail operations across all formats Vi Store & Vi Mini Stores 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 Metric- TNPS, EQ, Complaints with Zero service denials from the postpaid team 2. Manage & Improve Physical Infrastructure and Ambience Metric- EQ Score on Infra, Spot the Spot scores Audit feedback during visit by senior management and employee 3. Drive Digital Interaction @ Store - Metric- App Download, App Interaction, New App DL etc. 4. Design, Standardize & Improvise processes and policies KPI- No of Processes improved 5. Capability Building & Best Practice Replication Core Competencies, Knowledge, Experience High on Customer orientation the individual delivers through collaboration with cross functional teams Excellent Analytical Skills for building and presenting insights for action and planning interventions and suggesting process corrections Should demonstrate traits of independent thought leadership and drive to execute