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Develop and communicate MOM work plan

• Receive work plans and targets and develop action plans for the shop to drive the same.
• Communicate targets to the team and monitor to ensure achievement on a daily, weekly and Monthly and quarterly basis.
• In instances of underperformance, determine causes and redress.

Manage/guide service delivery at the Shop

• Participate in the setting of service standards, share with the team and monitor performance regularly.
• Enforce SOP at the outlet.
• Conduct own periodic customer satisfaction through mechanisms like call backs to access performance of the team.
• Put in place remedial actions in instances service levels fall below the set standard.
• Receive and respond to escalated queries and complaints from the team.
• Timely communication of new product/service material and any changes in service offering.

Provide quality service to customers

• Maintain accurate and easily accessible information on products and services
• Brief customers on products and services.
• Up-sale and cross sell products during contact with customers.
• Receive and address customer queries and complaints promptly.
• Where necessary escalate the problem for resolution.
• Follow up escalated problems to ensure timely resolution to give feedback.

Stock Management process

• Receive stock and safely keep it under custody for any stock on hand.
• Prepare accurate daily till sheets and submit to the Supervisor.
• Carry out daily reconciliation of all stock items and declare any exceptions.
• Ensure daily banking of cash sales are done to the Supervisor.

Additional Duties and Responsibilities

• Participate in projects as assigned by the Business