Business Manager (Client Development & Operation Management)

Customer Service (VIC):

• Monitor and analyze business performance and market competition to create action plans to achieve business goals.
• Lead customer service operations for both front office and back office teams.
• Supervise staff to ensure they meet set objectives.
• Handle customer queries and complaints across all channels.
• Take ownership of customers' issues and follow through to resolution.
• Develop service procedures, policies, and standards.
• Monitor day-to-day operations to ensure smooth workflow according to SLAs.
• Follow up on outstanding activities to ensure timely resolution.
• Monitor spare parts inventory levels and manage stock supply.
• Provide solutions that address performance issues effectively and promptly.
• Manage and maintain data in the system.
• Analyze statistics and generate accurate reports.

Sales and Service:

• Manage the brand’s P&L and achieve all business KPI targets.
• Monitor and analyze business performance and market competition to create action plans for achieving business goals.
• Drive sales through a unique approach to customer service, contributing to store sales targets.
• Build client relationships to maximize new sales opportunities.
• Ensure excellent service across all distribution channels.
• Visit retail establishments to ensure efficient management and high sales performance.
• Manage and maintain sales data in the POS system.
• Develop staff through training and coaching.
• Manage and evaluate staff performance.
• Coordinate with key stakeholders to ensure timely execution of plans.

Merchandising:

• Understand product knowledge and performance.
• Manage product OTB, ordering, item master, and GR in the POS system.
• Feature the right product at the right place and time through strategic allocation and timely replenishment.