Area Manager

Job Description -D2C – Area Manager

About the Role

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.

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.

Experience & Skills Required

·       Results orientation

·       Entrepreneurship

·       Strong communication skills

·       Consultative Selling skills

·       Collaboration skills

·       Team management

Educational Qualifications

Must be a Graduate (Full Time)/ MBA (preferred)