Job descriptionCustomer InterceptionReviews Customer Interception- observes CSS on a daily basis using the observation sheets, and report as per process. • Does 3 rd Follow ups with customers keyed in the Follow up register. Documents outcome of the calls in the follow up register. • Reverse Ushers customer in the section.Review Merchandising, Ticketing and execute Promotion-Conducts Daily Floor Walk to review merchandising and ticketing standards, plans and executes corrective actions to address gaps. Escalates to DM as required. • Executes category promotions by preparing and putting up the relevant tickets. • Conducts Floor Walks to Review Execution of SLM inventoryTag Along Products •Plans and executes relevant strategy for cross selling of attachments • Ensures all display gondolas and fixtures are cleanPEOPLE:-Self-Grooming and Staff GroomingSchedule and Check AdherenceTrainingPROCESS:-Review Global Counts •Conducts Spot Check for the Stock Counted by CSS:- as per process defined.PID •Does the SAP Entry and handover of the count sheet to the DMBillingDoes daily billings using MPO.

Job descriptionRoles & ResponsibilitiesCustomer Service:Ensure 100% sales process implementation and complianceEnsure all customers are attended to appropriately and timely resolution of customer escalations.Daily review & follow up on complaints & resolution as per predefined SLA & TATImprove overall customer experience (VOC, Customer NPS, Mystery Audit Score) and take corrective actions based on customer feedbackIn-store Merchandising:Ensure 100% compliance on Planogram, Merchandising and TicketingEnsure efficient & accurate in-store inventory managementPeople Management:To ensure adequate manpower at all timesDo a training need analysis and accordingly plan trainings along with the Cluster trainers.Review and improve Training Assessment ScoresResponsible to uphold the Croma culture and ensure decorum and discipline within the store teamEnable strong communication within the team and improve morale by coaching, counselling, motivating, monitoring & disciplining employeesClear communication of the Incentive Policy to ensure every employee is aware and motivated to achieve the targets and earn incentivesLead & ensure 100% compliance on people processesTrack performance of all team members and recognizes best performers on an on-going basisPerformance Management & Review:Ensure compliance of all store SOPs relating to Merchandising & Ticketing, Sales, Service and InventoryDrive sales and conversion to achieve store targets and improve store performance on all KPIsReview category performance on Sales, Inventory, Customer Service, People processes and take necessary corrective actionImprove parameters such as Employee Net Promoter Score (ENPS), Customer NPS, Employee Satisfaction Index by regular reviews and action planningProcess:Improve scores on internal Processes and Audits SOP, SMART, Safety audits, Mystery audits through timely interventionsRole & responsibilities Preferred candidate profile Perks and benefits