Area Manager - Direct to Consumer (DTC)

Role Overview

The Direct to Consumer (D2C) Zone Sales Manager (ZSM) leads the overall operations for all business lines within the assigned areas. This position seeks to optimize customer acquisition and revenue while ensuring superior service delivery. Both retail and broadband teams report to this role. A critical part of the role involves fostering strong relationships with residential societies (RWAs) to establish Airtel as the preferred service provider and managing successful in-store operations.

Retail Store Responsibilities

• Plan and execute strategic store rollouts, ensuring all elements such as staffing, inventory, and IT setup are completed timely for store launches.
• Take ownership of store operations by enforcing compliance with all Standard Operating Procedures (SOPs).
• Collaborate with Zonal, Circle, and Central teams to secure operational support in areas such as service processes and activations.
• Analyze store and zone level Key Performance Indicator (KPI) reports to identify challenges and improvement opportunities.
• Monitor competitors' activities and propose strategic responses.
• Manage and resolve escalations within designated timeframes.
• Drive store profitability by achieving targeted revenue and managing costs as per plans.
• Implement agreed-upon programs across all stores.

Broadband Operations

• Improve the quality of customer acquisitions for broadband services.
• Increase contribution from higher-value rental plans.
• Define territories for Territory Sales Managers (TSMs) and enhance productivity.
• Boost tag utilization in underused Network Elements (NEs) and buildings.
• Work closely with channel partners and TSMs to support lead conversions.
• Engage with residential societies to reinforce Airtel’s position as preferred broadband provider.

Customer Service

• Deliver exemplary service ensuring customer satisfaction and manage the Detractor Index effectively.
• Maintain strict adherence to Customer Experience (CE) guidelines and processes.
• Coordinate with Circle support teams for managing exceptional escalations.

People Development and Team Leadership

• Ensure consistent availability of skilled manpower at stores and in the field.
• Minimize attrition among TSMs and Store Managers through ongoing training, enhanced recruitment quality, rewards and recognition initiatives, and effective onboarding.

Required Experience and Skills

• Strong results-driven mindset.
• Entrepreneurial attitude.
• Excellent communication abilities.
• Proficiency in consultative selling techniques.
• Ability to collaborate effectively across teams.
• Team leadership and management capabilities.

Educational Qualifications

Applicants should hold a full-time graduate degree, with an MBA being preferred.

Work Experience

Candidates must possess 6 to 8 years of sales experience, ideally in retail or broadband sales.