Purpose of the Job       

D2C ZSM spearheads delivery of all lines of businesses in the catchments assigned. He/ She maximizes extraction while providing quality service to customers.  Both Retail teams & Broadband teams roll up to this role holder. He/She would drive engagement with residential societies (RWAs) to make Airtel the preferred Service provider as well as ensure successful In-store operations.

Key Deliverables

Retail Store Operations: Strategic Store Rollouts- Ensuring all store deployment processes are completed in time for launch of stores (staffing/ inventory/ IT)

 

Store Operations/ Compliance/ Profitability:

•Ensure & Own compliance with all defined SOPs •Co-ordination with Zonal/ Circle / Central cross-functional teams to ensure required operational support (e.g. service processes, activations processes, ops, updates etc) •Understand and analyze store/ zone level analytics reports (KPIs) to identify issues, areas of improvement, deviations etc. •Monitor all competitor activities and share recommendations for response •Ensure escalations are handled within the stated TAT •Is responsible to drive and achieve stores profitability through delivery of agreed revenue & cost plan •To ensure deployment of agreed programs across all stores

Broadband Operations:

Enhance acquisition quality Drive growth in contribution from higher rental plans Mark territories for TSMs and drive productivity growth. Increase the Tag utilization in Low Utilized NEs and buildings. Working closely with Channel Partners and TSMs to support closure of leads Drive engagement with residential societies (RWAs) to make Airtel the preferred service provider

Customer Service:

Provide best in class services to customers while keeping Detractor Index in check. Ensure total compliance of CE guidelines & processes Ensure Circle support to manage exceptional escalations, if required

People development & Team management:

Ensure seamless supply of quality manpower at the stores & field Control TSMs & SM attrition by ensuring constant training programs, improving quality of recruitment, driving Rewards and Recognition and ensuring proper on boarding process.

 Skills Required

Results orientation Entrepreneurship Strong communication skills Consultative Selling skills Collaboration skills Team management