Manager - Retail Experience, Marketing & Loyalty (EBO)
Titan India
Total des années d'expérience :7 years, 1 Mois
Responsible for creating and setting up EBO stores in such a way to amplify complete Lifestyle Shopping Experience for region west territories comprising of Mumbai, Rest of Maharashtra, Gujarat & MP.
Live EBO strength: 110 World of Titan & 37 Fastrack Stores
KPI’s of this role - Consumer Life Cycle Management, BTL focused Marketing, Handling Events & Promotions, Loyalty program management, Enhancing Shopping experience, Mystery Audits & Brand CSAT performance, Consumer Feedback, Escalation & Retention management
Stake holdings of this role - Responsible for Repeat Consumer business, Dormant Customer Focus, Sales & Delight enhancement measures, Monitoring Consumer behavioral & shopping analytics, Pre & Post Sales measures, Store enhancement
Additionally Strong emphasis on Direct Marketing & Communication, Identifying & Celebrating notable events, Driving Customer meets
Key projects undertaken: Revival & transformation of Concern & Sick stores, Dormancy campaign, Creating Buzz around stores, Non purchasing Customer walkouts, Retail Champs - An initiative for Franchisee & Staff
Notable Accomplishments:
Recognition in many of the contests & metrics by demonstrating passion for enhancing consumer experience
Awarded & Recognized for Creative & Innovative ideas for BTL & store promotional marketing
As an Area Retail Manager (from Dec 2012 for 6 months)
Job Assignment:
Handled EBO comprising of 27 stores worth 120cr across Mumbai for World of Titan network
KPI’s for driving business - Achieving Store Targets & Growth, ROI & Profitability, Retail Operations, Adhering to Retail Metrics, Franchisee management & Customer Experience
Adhered to key responsible tasks - Inventory management, Category& Store Business analysis, Commercial Compliances, Merchandise Display & Store Layout, Delivering Tata Signature Experience to Consumers and Performance of key Retail Metrics
Involved in Analytical & Strategy role - Consumer behavior & shopping pattern, Mystery audits, Loyalty program, Effective Retail promotions & Store celebrations
Notable Accomplishments:
Sole Highest Revenue generator Nationally for Accessories category. Contribution in pie was 45% by Value
Responsible for Retail network across Reebok - Flagship stores, Value stores, Mega outlet, Liquidation centers and Shop in Shop format in Mumbai
Responsible for growing & sustaining overall lifestyle business of Rs 50 cr annually from a worthy product portfolio comprising of - Footwear, Apparels, Personal Care, Sports & fitness equipment’s, Luggage, Eyewear and Accessories
Responsible for Revenue collections, Franchisee ROI, Store profit centre, Retail customer experience & store expansions
Responsible for Product forecast & order replenishment, evaluation of demand and supply, visual merchandising, customer needs & behavior of purchase / non - purchase, market trends, tracking key initiatives of competitor, initiating store level BTL activities and promotions
Notable Accomplishments:
Like to like growth of 35% for straight 2 quarters & EOSS growth of 120% making it as highest ever from Mumbai Region
Handled complete business portfolio of Retail (Exclusive brand shops), Distribution (Key MBO outlets), Modern trade (LFS) and SME corporate business for assigned territory
Responsible for managing entire product offering range which included - 3G services, MNP, Prepaid & Postpaid activations, VTS, Data cards, I-phone &Blackberry handset sale & services, DTH, Broadband which sync with Net revenue earning customers, Franchisee ROI, controlling churn, increase in market share, product penetration and positioning
Responsible for rolling out & initiating end to end set up of brand shops in key segments
Hands on experience in key roll outs such as Brand re-launch (New Airtel Logo), Apple I-phone 4, Airtel 3G services and Mobile Number Portability in all formats of the business
Initiated unique turn key projects which resulted in mass highlight - Penetrated Postpaid service thru Distribution & Modern trade channel, HNI cluster attack, Road to Road mapping and DTH Rural distribution
Notable Accomplishments:
Honored for COO award for Best Territory Business Manager
Honored for Zonal Business Manager award for Best successful manager for 3 straight quarters for consistent growth of 15% to 40% month on month for 12 months in succession
Never seen before at Airtel - 5 Mumbai franchisees listed in Top 10 revenue contributors
Retained Market Leadership Position from No 5 to No 1 in postpaid customer acquisition and brand shops roll out in 12 months’ time
Dealer appointment & channel management (managing entire activities of Reliance mobile store - ROI, sales & stock, bill payment collection, customer service, secondary & tertiary, escalations, audit) of the defined zone which comprises of COFO and FOFO formats. Handled 3 zones - South, West 1 and West 2 of Mumbai and Modern Trade for the aligned area.
Generated sales revenue and added subscribers through channels in a target based atmosphere through complete range of wireless products which includes prepaid & postpaid business for CDMA & GSM service, fixed landline phones, mobile handsets, data cards and accessories.
Handled a team of 10 executives for Corporate & Direct sales.
Strategized the implementation of sales and marketing plans, strategies, product upgrades at zonal level.
Solicited complete range of residential and commercial mortgage finance products portfolio.
Spearheaded for real estate strategic alliance and worked with them closely on mortgage leads and explored business strategically and internationally.
Ensured total compliance with laid down norms in terms of compliance risk, credit policy, documentation, operational risk and group/ regulatory control standards.
Liaison with the credit manager and appraisers in order to provide complete and accurate information to facilitate loan approvals.
Represented the bank in local as well as International hi-profile property events and exhibitions such as Emaar Property Exhibition, International Property Show Dubai and Gitex.
Course - MBA (full time)
Course name - Diploma in Advertising & Public relations (Part time)
College name - R.D National College (Mumbai university affiliated)