Department: Retail

Job Band: C1

Cost Centre (Budget): Field Operations

JOB PURPOSE

• This job is responsible for retail, warehouse and logistic operations with a focus on driving customer service excellence, managing phone servicing, supporting sales allocations and inventory management.
• This position will oversee the following functions in UG:
• Warehouse and Logistics (Inventory management, RFS, Order Management, Forward logistics)
• Phone Servicing management (manage Manage servicing turnaround of phone repairs and servicing)
• Field Audit (monthly Regular audits of shop management, shrinkage, and aged stock mgmt.)
• Shop Brand Execution (Shops Look and feel, shop renovation & Branding maintenance, licenses and permits)

KEY JOB FUNCTIONS (Main activities undertaken by the jobholder and reflective of the most important features of the job, but not a comprehensive list. All company roles require flexibility depending on business priorities which can change)

Manage and drive efficiencies in Warehouse and Logistics, main activities being:

• Manage warehouse leasing, stock operations, safety, and stock handling.
• Inventory Management
• Ensure accurate stock on hand visibility
• Manage daily transactions/planning in stock receipts, RFS, and Order processing
• Drive Stock Health Metrics to ensure:
• New DSRs: who have stock
• Active DSRs: who has enough stock
• Active DSRs: who has too much stock
• Not Inactive DSRs: Idle idle stock (Aged stock)
• Manage Forward Logistics/distribution to the sales channel
• Manage Reverse Logistics
• Support inbound logistics

Manage and drive efficiencies in Retail Outlets

• Manage and optimise the retail network as stock hubs, sales, and customer support centres. This includes closing non-performing shops and finding ways to continuously improve the service we give to our customers
• Develop, implement, and monitor processes and systems to improve customer experience in the field.
• Tracking and management of Retail CASAT (Customer Satisfaction)
• Improve customer service levels through reduction in ticket issue resolution times
• Management and tracking of Fresh Desk Ticket backlog in Retail
• Continuous Training to Shop attendants on new products introductions and to ensure service improvements
• Continuous Training Shop Attendants on troubleshooting in shops to resolve device issues and ensure accuracy of device diagnostics.

Manage and drive efficiencies in Phone Returns 

• E2E Phone servicing, managing different stakeholder relationships with close coordination with Global contact person (OEM and 3P repair partners) to improve phone customer experience, driving efficiency and quality at every step.
• Drive improvement of diagnostics accuracy and speed in the field and customer care departments to reduce device resolution time and minimize unwanted returns (No fault found returns)
• Coordination with Shops to manage open phone servicing tickets

Drive efficiencies in Field Audit in close collaboration with Global person on compliance

• Monthly stock audits and reconciliation of losses
• Monthly audits based on retail score card (inventory, customer care, look and feel)
• Tracking of shrinkage and aged stock management in sales channel
• Tracking of COVID compliance protocols in shops
• Champion of 5s at the shops

Shop Brand Execution and Shop Management 

• Expansion: Scale up all retail, logistics and operations activities to provide a geographic and volume expansion.
• Manage acquisition of shop permits
• Management of branding and marketing in shops (posters, BTL, T-shirts) with close collaboration with Marketing Director
• Management of shop renovation and maintenance
• Developing a dashboard to track marketing compliance
• Set up of demos, and display cabinets and other marketing items to market our products

ORGANISATIONAL STRUCTURE

• This position reports to (Title):
• General Manager
• Reports of this position may include (Title/ s):
• Retail Operations Manager
• Field Audit Lead
• Warehouse Lead

DECISION MAKING & AUTHORITY (For HODs and above only. If None, write “None”)

• Decisions made by the position:
• Delegated authority to $10,000
• Recommendations made by the position:

EXPERIENCE/ SKILLS & COMPETENCIES/ LICENCES & CERTIFICATIONS/ EDUCATION REQUIRED (Minimum level of experience, skills and competencies, licenses & certifications, and education required to perform effectively in the role)

• Experience weighted above academic qualifications - Bachelor’s degree in the related field is an advantage.
• 5+ years of experience in an operational role is essential.
• Experience in retail management, inventory management, returns management, customer service, third-party contract management is an advantage
• Proficiency in Excel, PowerPoint, Word, Sharepoint, and PowerBI or other data visualization systems
• Clear and effective written and verbal communications
• Strong comfort with data, analytical thinking, interpretation of trends and graphs
• Strong background in cost-effective decision-making including ROI analysis and KPI monitoring
• Ability to manage accountability or both field-based operational teams and desk-based resources, ensuring coordination, prioritization, and effectiveness across retail functions
• Interpersonal skills to effectively communicate with key stakeholders and manage business expectations, fairly engage with customers and staff, and communicate effectively
• A positive, learning-oriented attitude and capacity for self-empowerment