Customer Relationship Officer

Job Description: Customer Relationship Officer
Job Description

Job Role Customer Relationship Officer

Function Sales

Reporting to Store Manager

Business All Business

Grade Date---Job Details To achieve the sales targets by engaging with the customers, explaining the offerings from the brand, assisting them in choosing the desired product and completing the sales transaction External Interfaces Internal Interfaces Customers Regional teams
VM team
Merchandising team

Support teams Job Requirements Education Graduate Relevant Experience 0- 4 years Behavioural Skills Customer Centricity
Delivers Results
Nurtures Relationships
Passionate about our Categories & Products Knowledge Sales/ retail experience
Process Contributions Process Contribution Process Outcome Performance Measure Sales: Product Sales

1. Receive and engage with the customer to understand the customer requirement
2. Introduce the various product offering to the customers and facilitate customer buying decision
3. Prepare the estimate of the products selected and completing the sales transaction
4. Achieve category wise sales target for the allocated section
5. Assist the customer in a sales return or repair work

• Store operating policy
• Increase in customer satisfaction score
• Increase in revenue

Sales: Retail Operations: Store Management

1. Adhere to the standard operating procedures in the store
2. Adhere to cost savings practices undertaken in the store
3. Count and maintain the account of stock daily by managing the record of the opening stock and closing stock in the section allocated Report the sold sock and ensure the stock replenishment
4. Ensure proper and attractive display of the products at the appropriate counter
5. Transfer the stock to the locker at the close of the day
6. Maintain safety of products displayed to customers and communicate promptly to the superiors about any potential theft
7. Monitor the dead stock and liaison with the store manager to minimise the same
8. Provide support to the marketing team, VM team and IRSG teams in ensuring the compliance of the store and improve footfall
9. Develop and maintain relationship and network with competitors to leverage leading practices & learning to improve store level processes

• Store management
• Adherence to policies

Sales: Retail Operations: Feedback management

1. Collate and relay customer feedback to the corporate teams like the merchandising, retail operations etc. to improve customer satisfaction and store ratings

• Feedback mechanism
• Increase in customer satisfaction score

Retail operations: Field sales operations management: Customer complaint resolution

1. Manage customer queries and complaints as per the company guidelines

• Complaint resolution policy
• Customer satisfaction scores

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