FAQs
What is the primary responsibility of the CRM role?
The primary responsibility of the CRM role is to manage the Store P&L, driving sales through efficient store operations, customer service delivery, motivation and retention of store personnel, and adherence to company norms.
What educational qualifications are required for this position?
A graduation or post-graduation degree is required for this position.
How does the CRM role contribute to sales targets?
The CRM role contributes to sales targets by setting store sales plans and quotas aligned with business objectives, and driving sales through effective operations and customer service.
What key metrics will be monitored in this role?
Key metrics monitored in this role include Gross Margin, SOH, Segment & Brand mix, discount management, and customer experience indicators such as VOC participation and scores.
What type of culture is promoted within the store environment?
A "Customer Obsessed Culture" is promoted to prioritize customer centricity and enhance the overall customer experience.
Are there opportunities for staff development in this role?
Yes, the CRM role includes identifying and developing talent for critical positions within the store staff.
What is expected in terms of managing customer feedback?
The CRM role requires addressing customer feedback to improve service and processes, as well as managing customer escalations effectively.
Is event planning part of the responsibilities for this job?
Yes, driving local events and promotions as per the marketing calendar is part of the responsibilities for this job.
What kind of performance indicators will be evaluated in this role?
Performance indicators include business management metrics like gross margin, discount management, customer experience scores, and finance metrics related to implementation.
What competencies are essential for success in this position?
Essential competencies include operational effectiveness, finance management, analysis and problem solving, results orientation, emotional intelligence, customer service orientation, and teamwork and collaboration.