Store Manager

About Bharti Airtel

Bharti Airtel Limited is a leading global telecommunications company operating in 20 countries across Asia and Africa. Headquartered in New Delhi, India, it stands among the top three mobile service providers worldwide by subscriber count. In India, Airtel offers services including 2G, 3G, and 4G wireless connections, mobile commerce, fixed line services, high-speed DSL broadband, IPTV, DTH, and enterprise services like national and international long distance carrier services. Outside India, Airtel provides 2G, 3G, and 4G wireless services and mobile commerce. As of June 2015, Airtel served over 331 million customers globally.

Role Purpose

This position is based in the store and holds direct responsibility for the effective operation of the Airtel store. The Store Manager will ensure adherence to established guidelines to provide an outstanding customer experience, while achieving revenue and cost objectives.

Key Responsibilities

• Ensure store operations comply with predefined Standard Operating Procedures (SOPs).
• Maintain the store’s appearance and environment to meet established standards.
• Oversee cash handling procedures carefully to avoid theft and ensure safety and security.
• Implement visual merchandising plans as per guidelines.
• Manage inventory to avoid stock shortages or surpluses.
• Timely prepare and submit KPI reports according to organizational standards.
• Lead store preparations for official launches, including manpower, furniture, IT infrastructure, and device inventory readiness.
• Oversee the closure and refurbishment of stores undergoing conversion or refitting.
• Achieve sales targets by converting walk-in customers through new acquisitions and upselling.
• Ensure proper MIS tracking at the Customer Relationship Officer (CRO) level.
• Keep store expenses within planned budgets.
• Suggest strategies to enhance store productivity.
• Manage daily scheduling and briefing of outsourced store staff.
• Escalate attrition issues promptly for resolution.
• Motivate and support the professional development of outsourced employees.
• Maintain customer experience standards and adjust staff allocation according to demand.
• Directly handle challenging customer interactions.
• Provide feedback to enhance customer experience.

Decision-making Authority

• Hold final decision-making responsibility for store operations, compliance, and profitability.
• Collaborate with peers on decisions related to inventory management, customer experience, and personnel development.

Key Competencies

• High energy and enthusiasm.
• Strong focus on process adherence.
• Project management capabilities.
• Understanding the importance of delivering excellent customer experience.
• Building and nurturing partnerships.
• Effective influencing skills.

Educational and Professional Requirements

• Post-graduate degree, MBA, or equivalent business management diploma is essential.
• 4 to 6 years of work experience, with at least 2 years in retail business operations.