Floor Manager based at Bangalore

Job Description:

Key Responsibilities

Store Operations & Sales Management

• Monitor daily individual sales performance against assigned targets and implement corrective actions to achieve business objectives.
• Manage inventory by placing stock indents through the Symphony system and ensure optimum stock availability.
• Ensure adequate stock replenishment on the sales floor based on customer demand and sales trends.
• Supervise outbound customer engagement activities, including cold calling of prospective customers, to ensure quality interactions and lead conversion.
• Drive the implementation of the Golden Harvest Scheme (GHS) and ensure the sales team effectively educates customers about its benefits.
• Organize and coordinate customer engagement programs such as birthdays, anniversaries, dormant customer activation, and GHS awareness campaigns to enhance customer participation and loyalty.
• Ensure old gold purchases are conducted in compliance with company policies and perform daily stock reconciliation.
• Support the implementation of Lean Retail principles to improve operational efficiency and productivity.

Team Management & Compliance

• Ensure adherence to company policies, Code of Conduct, attendance, dress code, confidentiality, and other operational guidelines.
• Address employee concerns and serve as the first point of contact for administrative issues.
• Conduct joint performance review discussions with the Store Manager and provide coaching to improve team performance.
• Monitor Retail Sales Officers (RSOs) during customer interactions, assist in closing high-value sales, and provide support in complex customer situations.

Customer Experience & Feedback

• Gather and communicate customer feedback to Retail Operations, Merchandising, and other corporate teams to improve products, services, and overall customer satisfaction.
• Ensure prompt resolution of customer concerns while maintaining high service standards.

Incentive Management

• Coordinate with relevant departments to ensure timely and accurate processing of employee incentive payouts based on individual performance.
• Ensure compliance with company incentive policies and procedures.

Training & Development

• Identify high-performing team members to act as Training Champions and facilitate "Train-the-Trainer" initiatives.
• Assess employee training needs and recommend refresher training programs to enhance skills and performance.
• Support the execution of the annual training plan and monitor the effectiveness of learning initiatives.

Key Performance Indicators (KPIs)

• Achievement of Individual & Store Sales Targets
• Revenue Growth
• Customer Satisfaction (CSAT) Score
• Inventory Accuracy & Stock Availability
• Compliance with Store Operating Policies
• Timely Execution of Store Initiatives
• Employee Training Effectiveness
• Incentive Compliance
• Customer Feedback Resolution
• Reduction in Non-Compliance Cases