Associate Manager - Terminal Retail & F&B

About the role

Responsibilities

Retail Operations Support:

• Assist in the smooth running of retail floor operations, ensuring minimal disruptions and high levels of customer satisfaction.
• Monitor the retail floor for compliance with operational standards, ensuring adherence to store opening times, product displays, and customer service protocols.
• Provide on-ground support to resolve any immediate operational issues as they arise, escalating to the Assistant Lead when necessary.

Customer Service and Grievance Resolution:

• Actively listen to customer feedback, address grievances promptly, and work with retailers to resolve issues on the floor.
• Ensure that service providers are consistently meeting quality standards by monitoring daily operations.
• Escalate unresolved or complex issues to the Senior Executive/ Assistant Lead - Retail for prompt action.

Compliance and Quality Assurance:

• Ensure retailers adhere to product quality standards, including compliance with MRP regulations and issuance of bills for every transaction.
• Conduct regular audits of retail outlets to ensure adherence to company policies and quality guidelines.

Retail Compliance and Quality Monitoring:

• Ensure retailers are adhering to product quality standards on a daily basis.
• Perform spot checks at retail outlets to ensure compliance with company policies.
• Report any non-compliance or quality issues immediately to Senior Executive/ Assistant Lead - Retail for further action.

Merchandise Stock and Layout Support:

• Ensure that the retail merchandise is adequately stocked and available on the floor at all times.
• Assist with the daily checking and replenishment of stock, ensuring a balanced and attractive product range.
• Support the team in implementing zoning strategies within the retail space to maximize product visibility and sales.
• Regularly monitor sales floor activity and alert supervisors about slow-moving products.
• Assist in identifying inventory gaps and help in product reallocation based on sales trend

Sales Monitoring and Reporting Support:

• Assist in monitoring daily sales performance and track progress toward achieving targets.
• Document daily sales activities and provide a basic analysis of performance.
• Assist in observing and tracking retail revenue on a daily basis, focusing on identifying patterns and variations.

Data Collection and Reporting Assistance:

• Collect and maintain data related to sales, customer trends, and stock levels from different retail outlets.
• Help prepare simple reports based on collected data, highlighting key trends and areas for improvement.
• Track inventory levels and assist in identifying items with low stock or high sales potential.
• Update inventory management systems with real-time data and report any stock discrepancies.

Retailer Coordination and Operational Support:

• Serve as a point of contact for retailers, ensuring they receive the support they need in day-to-day operations.
• Coordinate with retailers to resolve minor operational issues promptly, ensuring minimal disruption.
• Communicate with the operations department to fulfill retailer requests and address any operational concerns.

Qualifications

Education Qualification:

• Bachelor's degree in Business Administration, Retail Management, Marketing, or a related field.
• Certifications in Retail Management, Business Administration, or a related field (preferred).

Work Experience:

• Minimum 8 years of experience in retail sales and customer service, preferably within the airport retail sector.