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Area Sales Manager Retail at Airtel

About the Role:

To develop and implement the retail strategy in the zonal/area showrooms to achieve predefined return on investment through excellent product sales drive, service delivery, issue resolution and operations management.

 

Job Responsibilities:

Financial performance of showrooms, AES & franchise locations within the zone -

  • Drive showroom shop team to maximize sales opportunities and ensure that all targets are achieved within region franchise/ retail touch points
  • Effectively cascade and monitor zonal/area month-on-month sales targets across these touch points
  • Ensuring sales of devices and ERC achieving target on all product categories
  • Optimize operating costs and driving revenue growth to ensure Positive P&L result in all Retail shops, AES & Franchise
  • Drive the Up-selling of Airtel products and services in retail showroom & AES within zones
  • Effectively drive and manage target driven initiatives and projects in franchise and retail outlets in region

Customer experience/satisfaction & process adherence across zonal showrooms, AES & franchise -

  • Responsible for workflow assessment in the shops, ensuring ALL customers receive internationally benchmarked(world-class) customer service
  • Ensure target response objectives
  • Drive CSAT across zonal touch-points in line with agreed target
  • Ensure these outlets have the required work tools/accesses
  • Ensure that all touch points comply with set standards and meet SLA’s

     

Team performance management & engagement -

  • Ensure target achievement for JKQ & GUEST score for zone
  • Oversee the implementation of learning initiatives to ensure that client facing staff are able to complete the sale
  • Ensure the achievement of projects, people and process to achieve set targets within the constraints of the budget
  • Support showroom employee engagement and retention initiatives
  • Implementing and tracking employee rewards scheme/over-time
  • Analyze the skills level of the supervisors, and provide a platform for continuous skill development for the entire team
  • Relationship management: build a strong relationship between team members

Operational management of showrooms & uniformity of standard look and feel across all touch points -

 

 

  • Responsible for the seamless operations of Airtel showrooms, AES and franchise within the zones
  • Ensure stock and cash reconciliation of all shops and touch points within zone
  • Responsible for closing / mitigating audit Issues
  • Responsible for evolving cost efficient operations by creating and enforcing control measures and reviewing operating processes
  • Drive consistency in ‘look and feel’ at all Airtel owned and franchise showrooms
  • Drive optimality at these touch points by ensuring necessary materials for customer education and TOMA

 

DIMENSIONS (METRICS)

  • Retail expansion
  • Customer Satisfaction Score
  • Device sales
  • Gross Adds
  • Retail look and feel & floor management
  • Profitability
  • Productivity

 

SKILLS & KNOWLEDGE

  • A first degree or equivalent in a relevant discipline
  • 6-8 years with a minimum of 2 years in management role preferably within Retail, FMCG, Banking or Telecoms industry
  • Sales Experience
  • Service Experience
  • Project Management
  • Result Orientation
  • Customer Centricity
  • Critical/Analytical Thinking
  • Team Player, Independent, Confident and Objective Individual
  • Attention to detail
  • Excellent oral and written communication skills
  • Good presentation skills
  • Ready to achieve beyond set target
  • Committed to the common goals and values of the organization

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