Area Manager - DTC

Role Overview

The D2C Zonal Sales Manager (ZSM) leads the execution across all business verticals within assigned catchment areas, ensuring maximum customer engagement and superior service delivery. This position oversees both Retail and Broadband teams and is pivotal in forging strong connections with residential societies (RWAs) to establish Airtel as the preferred service provider. Additionally, this role ensures smooth and effective in-store operations.

Retail Store Operations

• Manage strategic rollout of new retail outlets by coordinating staff, inventory, and IT setup to meet store launch deadlines.
• Assure strict adherence to all operational Standard Operating Procedures (SOPs) and company policies.
• Collaborate with cross-functional units at zonal, circle, and central levels for operational services including activation and process support.
• Analyze zone and store-level analytics and KPIs to identify challenges, deviations, and improvement opportunities.
• Monitor competitor activities and formulate strategic recommendations to counteract competitive pressures.
• Address escalations promptly within agreed turnaround times (TAT).
• Drive profitability targets of retail stores by managing revenue and cost plans.
• Implement company programs across all stores effectively.

Broadband Operations

• Improve quality of broadband customer acquisitions.
• Increase adoption of higher-tier rental plans to boost revenues.
• Assign territories to Territory Sales Managers (TSMs) and maximize productivity.
• Optimize utilization of Broadband Tags in under-utilized Network Elements (NEs) and buildings.
• Collaborate closely with Channel Partners and TSMs to facilitate lead conversions.
• Engage with residential societies (RWAs) to enhance Airtel’s market positioning as a preferred broadband service provider.

Customer Service

• Deliver exceptional customer service ensuring the brand maintains a favorable Detractor Index rating.
• Ensure total compliance with Customer Experience (CE) guidelines and processes.
• Coordinate with circle-level support teams to manage and resolve complex escalations if necessary.

People Development & Team Management

• Maintain steady supply of skilled and motivated manpower across retail stores and field operations.
• Reduce attrition among TSMs and Store Managers (SMs) through continuous training programs, enhanced recruitment quality, reward and recognition initiatives, and effective onboarding procedures.

Experience and Skills

• Strong focus on achieving results and targets.
• Entrepreneurial mindset with proactive business acumen.
• Excellent communication skills to engage multiple stakeholders.
• Proficient consultative selling capabilities.
• Effective collaboration skills for cross-team coordination.
• Competent in managing and motivating teams.

Education

Candidate should possess a full-time graduate degree; MBA qualification is preferred.

Work Experience

6 to 8 years of experience in sales, ideally in retail or broadband sales environments.