Role & responsibilities:-

In this role the Manager will be ensuring that the ZipCare and other OEM care packs consumer proposition is delivered to the customer. The role requires the Manager to travel to different stores in an assigned territory and deliver the training modules as well as perfecting the sales pitch that the store staff will give.

• Benchmarking
• Sales tracking & review
• Business development
• Learning & development

To benchmark service plans across retail chains

• To be able to benchmark Services/Price/promotion/Incentive/
• To be able how services get communicated to the customer
• How is the team is trained & how can best practices be implemented

To achieve Services target by

• Driving Daily/Weekly & Monthly sales by updating previous day/week/Month sales & target for the day
• To review with the stores where service is not achieving AOP & identifying GAP & taking corrective action by training
• To connect with the respective CM/SM/ADM/CSS to drive GAP
• Cross-functional connect for price, promo, product requirement
• Driving initiatives with the team by aligning ops

Business development

• To drive New products by covering product training & how to sell (pitch) by carrying out mocks, conduct pre & post evaluation of the new products, Tracking NPI achievement & driving it where sales not happening to be able to identify GAP’s & highlight with the respective stakeholders to drive it.
• To increase conversion from Comp stores by identifying GAP’s/opportunities, building brand staff contribution & driving new product introductions
• Engaging with respective brands TL/Promoter to sell the brand plans that are listed with Croma & engaging with finance partners to drive service via EMI by training tracking and review the regional Finance SPOC

To drive Learning & development

• Conduct training on business rationale of doing Service products
• Creating awareness on ZipCare assortment in each product category – Appliances, Mobile phones, Computers and Television
• Conduct shopfloor and online training on range awareness
• Conduct training on relevance of each Service product and their Fabing
• New store staff training modules and their 6 months upskill roadmap on Service products
• Support store staff on how to use ROMA application for upselling, cross selling and recommendation of right Service products
• Design online training modules with L&OD Team for Monthly and Quarterly assessment
• Track store staff productivity pre and post training
• Conduct training modules for new and old brand promoters
• Conduct training assessments of brand promoters
• To be able to train on how to sell & conduct mocks on how to sell
• Interact with respective CM/SM/DM on completion of modules

Education

• Graduate or Postgraduate in any specialisation

Experience

• Experience of working in CDIT brands service or trainer or customer service manager in the past
• To have past industry experience of servicing CDIT products of minimum 5 years
• TTT certified trainer will have added advantage

Language

• Able to speak good Hindi, local regional language & English.

Role: Service Manager

Industry Type: Retail

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: After Sales Service & Repair

Education

UG: Any Graduate

PG: Any Postgraduate

About company

Croma, a brand of Infiniti Retail Ltd., a wholly-owned subsidiary of Tata Sons, is one of the first organized consumer durables and electronics retailers in India.

With over 540 stores across 200-plus cities, the company continues to aggressively open new stores to expand its presence especially in suburban regions of metro cities along with tier-2 and tier-3 cities. Croma offers its customers a world-class ambience to shop both in-store and staged at www.croma.com and allows for a seamless omni-channel shopping experience that lets a customer enjoy the best of both worlds. Through its deep integration with the Tata Neu ecosystem, the products from Croma are also available on the Tata Neu app.

Croma has been featured among the 100 most valuable Indian brands in the 2024 Brand Finance India 100 report.