Store Manager - Croma (A Tata Enterprise) @ Infiniti Retail

Reports to : Cluster Manager
Direct Reports : Assistant Store Manager/ CSD/ ADM- AA / Maintenance Executive/ BDC
Competencies Retail Operations Excellence
People Management.
Market Intelligence.
Strategic Decision Making.
Customer Focus.
Good understanding of P/L.

Key Responsibilities:
Customer Interception
Validates course corrections vis--vis Mystery Audit Review reports, observation sheet analyses and plans submitted by DMs & HC.
Conducts, records, analyses and plans for remedial actions vs-a-vis observations related to customer greetings by security staff and valet.
Reverse Ushers customer in the section.
Store VM / Marketing Review

Plans a Monthly Floor Walk with the Area Marketing to Refresh Store VM - Observations to be documented in the register
Plans and executes a monthly store catchment activity with Area Marketing (CSR , business) this is reported in a MOR

Store Look and Feel Review
Uses checklists t to conduct weekly review with Store Maintenance

Service Recovery
Interact with customer, resolve store escalations
Daily review & follow up on pending complaints within their store
Escalate & seek Cluster Mgr support where required to resolve escalations

People
Self and Staff Grooming
Reviews Staff Grooming during Floor walk
Responsible for overall disciplinary standards to be maintained in the store

Reward and Recognition
Identifies high performers for Rewards & Recognition(R & R)
Conducts R&R with the Area HR regularly
Ensure Sign- Off for Time & Attendance of entire store for payroll processing
Monitors incentive pay-outs - Monthly

Training
Reviews the effectiveness of trainings conducted with Area Trainer
Plans training programs for Senior CEMs and support roles
Updates self-knowledge by attending training programs when nominated.
Tracks training assessment performance of team

People Health Check
Conducts Skip Level Meeting with Customer Experience Managers - Monthly
ESS Action Plans, delegation, reviews execution Monthly

Briefing
Conduct Store Briefing every Saturday, BIG Days, to communicate any new initiative/ process/ policies


MEASUREMENTS AND TARGETS
Senior CEM Review
Reviews category sales v/s target - Daily
Reviews shrinkage report - Daily
Reviews customer service management dash board with Senior CEM- Weekly

Head Cashier Review
Reviews Account Sale (financial checks to be done by Head Cashier and noted in the observation sheets for HCs)
Conducts OPEX review
Conducts markdown review
Does monthly analysis on Store EBIT
Prepares a plan and executes to achieve 100% EBIT
Analyses all performance v/s targets and plans for corrective actions if required.

Store EBIT
Does monthly analysis on Store EBIT
Prepares a plan and executes to achieve 100% EBIT
Analyses all performance v/s targets and plans for corrective actions if required.

Inventory Review
Accesss defective non OL inventory data and seeks approval for write off Monthly

Range review
Reviews display group range target v/s actual - Weekly
Devises action Plan for over range (plan for liquidation) and under range (escalate to AM) every Monday.

Trade In Review
Reviews Trade In with TI committee - Weekly

PROCESS
PID
Checks compliance on the PID Schedule - Daily
SOP Adherence
Analyses SMART & SOP Scores and devises actionable to improve it
Analyses concurrent Audit Scores and devises actionable to improve it

Service Review
Plan & conduct service compliance review with CSM highlight recurring issues, provide inputs on process changes (if any)

Labour compliances
Plans and conducts review with Area HR on Compliance Scores w.r.t labour and devises a plan to improve the Scores - Monthly
Completion Price Benchmark
Visits relevant competition and submits a report to AM as per existing criteria - Once in 15 Days.