Job Description

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 a