Job Title

Role Area Lead – Vi Stores / Outbound & Vi Mini Stores Job Level/ Designation M2/ Asst. General Manager Function / Department Postpaid / Vi Stores / Outbound & Vi Mini Stores Reports to Circle Postpaid Lead Job Purpose Manage the mapped Vi Stores and grow customer and revenue market share. Key purpose of the role includes – Increasing footfall, conversion-to-customers and sales Increasing profitability through innovative sales and revenue maximization programs Enhance customer experience across all VIL retail outlets Drive the net add and revenue enhancement agenda through the Vi Mini Stores and Outbound channel. Key Result Areas/Accountabilities Achieve sales target for all products (Post-paid – red, family etc. /Mifi, Premium nos., and other offerings that may be introduced from time to time. Facilitate roll-out/Relocation of Vi Stores Manage efficacy of GMB(Google my biz) for end to end implementation, cross pollination, any kind of Non-compliance/non-adherence in your area Ensure and monitor quality of acquisition through the retail channel Achieve revenue targets at Vi Stores Setting up a governance and following up with Circle Vi Store Lead for CAPA of complaints and processes to drive business process re-engineering Full ownership of complaints accrued from Vi stores as a part of escalation management Oversee Store Manager in key operating costs – store operating cost, people cost etc. Manage churn and achieve customer satisfaction for walk-in customers at Vi Stores Work with Marketing Team to recommend marketing, branding and promotion activities to increase footfalls Keep employee-retention and motivation levels high through regular reviews of performance of both on-roll and off-roll employees Identify gaps in performance of immediate team and ensure training to bridge the same. Achieve acquisition net of churn as per DB for all segment – Consumer , Digital , Enterprise (SOHO/ SME), IOIP , large accounts etc. Drive and sustain engagement for team members -FLs to facilitate delivery on key organizational goals and KRAs. Planning for activities to drive IOIP sales Driving business through the Neo channel by supervising adherence to norms like same day calling / O2A % etc ( for markets where Neo delivery is through ViMS and CSP / DST Channel ). Tracking competition activities and being updated on key market developments Driving the postpaid agenda through the CSP / DST / Outbound channel by supervising, recruitment, training and productivity. Core Competencies, Knowledge, Experience Understanding of organized retail management best practices and customer relationship management Leadership & people management skills Must have technical / professional qualifications: Management Graduate P&L management skills Understanding of organized retail management best practices and customer relationship management Leadership & people management skills. Experience in Franchisee / DSA / DST management Ability to coordinate with and influence other functions for alignment on priorities related to the ViMS & outbound vertical Problem solving, strategic & analytical capabilities Years of Experience 7-10 years of experience in Retail Operations with at least a couple of years in people management roles. Candidates with below mentioned experience would be preferred 1. Channel Sales Handling 2. People Management Experience ( Onroll) Direct reports 9-12 depending on size of Team/territory assigned.