Job Title

RoleArea Lead – Vi Stores / Outbound & Vi Mini StoresJob Level/ DesignationM2/ Asst. General ManagerFunction / DepartmentPostpaid / Vi Stores / Outbound & Vi Mini StoresReports toCircle Postpaid LeadJob PurposeManage the mapped Vi Stores and grow customer and revenue market share. Key purpose of the role includes –Increasing footfall, conversion-to-customers and salesIncreasing profitability through innovative sales and revenue maximization programsEnhance customer experience across all VIL retail outletsDrive the net add and revenue enhancement agenda through the Vi Mini Stores and Outbound channel.Key Result Areas/AccountabilitiesAchieve 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 StoresManage efficacy of GMB(Google my biz) for end to end implementation, cross pollination, any kind of Non-compliance/non-adherence in your areaEnsure and monitor quality of acquisition through the retail channelAchieve revenue targets at Vi StoresSetting up a governance and following up with Circle Vi Store Lead for CAPA of complaints and processes to drive business process re-engineeringFull ownership of complaints accrued from Vi stores as a part of escalation managementOversee Store Manager in key operating costs – store operating cost, people cost etc.Manage churn and achieve customer satisfaction for walk-in customers at Vi StoresWork with Marketing Team to recommend marketing, branding and promotion activities to increase footfallsKeep employee-retention and motivation levels high through regular reviews of performance of both on-roll and off-roll employeesIdentify 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 salesDriving 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 developmentsDriving the postpaid agenda through the CSP / DST / Outbound channel by supervising, recruitment, training and productivity.Core Competencies, Knowledge, ExperienceUnderstanding of organized retail management best practices and customer relationship managementLeadership & people management skillsMust have technical / professional qualifications:Management GraduateP&L management skillsUnderstanding of organized retail management best practices and customer relationship managementLeadership & people management skills.Experience in Franchisee / DSA / DST managementAbility to coordinate with and influence other functions for alignment on priorities related to the ViMS & outbound verticalProblem solving, strategic & analytical capabilitiesYears of Experience7-10 years of experience in Retail Operations with at least a couple of years in people management roles. Candidates with below mentioned experience would be preferred1. Channel Sales Handling2. People Management Experience ( Onroll)Direct reports9-12 depending on size of Team/territory assigned.