Purpose of the Job :

- D2C ZSM spearheads delivery of all lines of businesses in the catchments assigned. He/ She maximizes extraction while providing quality service to customers. Both Retail teams & Broadband teams roll up to this role holder. He/She would drive engagement with residential societies (RWAs) to make Telecom the preferred Service provider as well as ensure successful In-store operations.

Key Deliverables :

Retail Store Operations :

- Strategic Store Rollouts

- Ensuring all store deployment processes are completed in time for launch of stores (staffing/ inventory/ IT)

Store Operations/Compliance/Profitability :

- Ensure & Own compliance with all defined SOPs

- Co-ordination with Zonal/ Circle / Central cross-functional teams to ensure required operational support (e.g. service processes, activations processes, ops, updates etc)

- Understand and analyze store/ zone level analytics reports (KPIs) to identify issues, areas of improvement, deviations etc.

- Monitor all competitor activities and share recommendations for response

- Ensure escalations are handled within the stated TAT

- Is responsible to drive and achieve stores profitability through delivery of agreed revenue & cost plan

- To ensure deployment of agreed programs across all stores

Broadband Operations :

- Enhance acquisition quality

- Drive growth in contribution from higher rental plans

- Mark territories for TSMs and drive productivity growth.

- Increase the Tag utilization in Low Utilized NEs and buildings.

- Working closely with Channel Partners and TSMs to support closure of leads

- Drive engagement with residential societies (RWAs) to make Telecom the preferred

- Service provider

Customer Service :

- Provide best in class services to customers while keeping Detractor Index in check.

- Ensure total compliance of CE guidelines & processes

- Ensure Circle support to manage exceptional escalations, if required

People development & Team management :

- Ensure seamless supply of quality manpower at the stores & field

- Control TSMs & SM attrition by ensuring constant training programs, improving quality of recruitment, driving Rewards and Recognition and ensuring proper on boarding process.

Skills Required :

- Results orientation

- Entrepreneurship

- Strong communication skills

- Consultative Selling skills

- Collaboration skills

- Team management

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