kpi retail store manager

16
KEY PERFORMANCE INDICATORS STORE MANAGER

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Page 1: KPI Retail Store Manager

KEY PERFORMANCE

INDICATORS

STORE MANAGER

Page 2: KPI Retail Store Manager

INDEX• BUSINESS MANAGEMENT

• INVENTORY MANAGEMENT

• VISUAL MERCHANDISING & MARKETING MANAGEMENT

• PROMOTIONS & OFFER MANAGEMENT

• SEASONAL & EVENTS LAUNCH MANAGEMENT

• CUSTOMER SERVICE & AFTER SALE SERVICE MANAGEMENT

• ACCOUNT MANAGEMENT

• PEOPLE MANAGEMENT

• FLOOR MANAGEMENT

• AUDIT & SOPS MANAGEMENT

• BACK OFFICE & ADMINISTRATIVE REPORTS MANAGEMENT

• BACK STORE MANAGEMENT

Page 3: KPI Retail Store Manager

BUSINESS MANAGEMENT • ANALYSIS: To Analyze the Business on daily, weekly, monthly,

quarterly & annually of individuals, departments & store this

year v/s last year.

• FACTOR IDENTIFICATION: To analyze the product, price,

customers, visual merchandising principles, marketing

strategies, public relation activities, promotions, offers, events

on calendar & service standards v/s competitors activities v/s

last year to identify the factor impacting the Business this year

v/s last year.

• HEALTH RECOGNITION: To analyze the factors which are

strength & weakness for the business.

• ACTION PLAN: To ensure that we maintain the strengths and

retain their positions and to ensure that a well designed tailor

made action plan is in practice to work out on your weaknesses

to keep the Business healthy, fruitful & profitable.

Page 4: KPI Retail Store Manager

INVENTORY MANAGEMENT• ANALYSIS: Analyzed LY department wise inventory sold

on daily, weekly, promotions, monthly, quarterly & annually

basis each time to fill in the gaps TY as per the sops.

• IDENTIFICATION: Identified fast sellers, slow sellers, non

sellers, & strictly considered while placement of refill on

top priority as per the sops.

• CONSOLIDATION: End range consolidations has been

accomplished in given time frame as per the sops.

• SHRINKAGE & PILFERAGE: Maintained a very high

compliance to control the shrinkage & pilferage to the

given 0.25% of the total sales as per the set sops.

• STOCK TAKE: Participated thoroughly in stock counts

procedures and maintained very well control in maintaining

inventory losses as per the Audit Guidelines.

Page 5: KPI Retail Store Manager

VISUAL MERCHANDISE &

MARKETING MATERIAL • WINDOW: Understood the VM Guidelines of display standards

of in-store window displays & maintained it updated at all times

as per the set guidelines.

• FOCAL: Understood the VM Guidelines of display standards of

focal walls displays & maintained it updated at all times as per

the set guidelines all across the focal walls.

• DEPARTMENTS: Understood the VM Guidelines of standard

usage & maintenance of VM Display Aids & marketing material

and hence maintained it updated at all times as per the set

guidelines all across the departments.

• BACKHOUSE : Understood the VM Guidelines of standard

backhouse keeping of unused VM Display Aids & marketing

material and hence maintained the same at all times in

backhouse.

Page 6: KPI Retail Store Manager

PROMOTION & OFFER

MANAGEMENT • WINDOW: Understood the VM Guidelines of promotions/ offers

display standards of in-store window displays & maintained it

updated during the course of promotions/ offers.

• FOCAL: Understood the VM Guidelines of promotions/ offers

display standards of focal walls displays & maintained it

updated at all times as per the set guidelines all across the focal

walls.

• DEPARTMENT: Understood the VM Guidelines of promotions/

offers standard usage & maintenance of VM Display Aids &

marketing material and hence maintained it updated at all times

as per the set guidelines all across the departments.

• MAINTENANCE : Maintained the implemented promotions/

offers VM changes till the end of promotions/ offers very well

and brought back to the original form after it at all times on end.

Page 7: KPI Retail Store Manager

SEASONAL & EVENTS

LAUNCH• WINDOW: Understood the VM Guidelines of seasonal/ eventual

display standards of in-store window displays & maintained it

updated during the course of seasons/ events.

• FOCAL: Understood the VM Guidelines of seasonal/ eventual

display standards of focal walls displays & maintained it

updated at all times as per the set guidelines all across the focal

walls.

• DEPARTMENT: Understood the VM Guidelines of seasonal/

eventual standard usage & maintenance of VM Display Aids &

marketing material and hence maintained it updated at all times

as per the set guidelines all across the departments.

• MAINTENANCE : Maintained the implemented seasonal/

eventual VM changes till the end of seasons/ events very well

and changed again to the new seasons/ events when required.

Page 8: KPI Retail Store Manager

CUSTOMER SERVICE &

AFTER SALE SERVICE

MANAGEMENT• BUILDING RELATIONSHIP: Motivated team to maintain an

ambience where our customers can enjoy an unmatched quality

along with a world class customer service experience to ensure we

build relationship with our customers to bring them back to shop with

us again & again.

• DATABASE MANAGEMENT: Uploaded customers database in

ORPOS on day to day basis and maintained records for upcoming

promotions & occasions.

• AFTER SALE SERVICES MANAGEMENT: Provided our customers

with a world class customer services experiences in past 7 years

successfully and build relationship efficiently. Helped the customers

for their exchanges & refunds and helped the team in problem

solving, decision making & trouble shooting techniques.

Page 9: KPI Retail Store Manager

ACCOUNT MANAGEMENT• AUDIT & SOPS MANAGEMENT: Maintained the daily cash operation

within the audit & sops designed guidelines.

• ADMINISTRATION MANAGEMENT: Maintained sales reports, petty

cash, banking & cash related administration documents as per the

audit & sops designed guidelines.

• CUSTOMERS & AFTER SALE SERVICES MANAGEMENT:

Provided our customers with a world class customer services

experiences in past 7 years successfully and build relationship

efficiently.

• BULK BUYERS & CORPORATE QUERIES: Assisted the bulk buyers

& corporate queries very proficiently and reported Head Quarters.

• CUSTOMER’S FEEDBACK MANAGEMENT: Maintained customer’s

feedback records and uploaded the same on ORPOS on day to day

basis. Maintained Courier Sales & Solved quality related issues

efficiently.

Page 10: KPI Retail Store Manager

PEOPLE MANAGEMENT• TRAINING & INDUCTION PROGRAM: Conducted induction program

and various training secessions for the newly joined team members.

• TEAM BUILDING & MOTIVATION: Conducted team briefings on day

to day basis for their clear understanding of business and hence

motivated them by inter staff competition to achieve their goals.

• TASK DELEGATION & MONITORING: Given tasks to each

individual team member, monitored their progress on it & helped

them to complete their given tasks.

• ONE TO ONE: Analyzed each individual team member’s, their

department’s & store performance on weekly basis and hence

conducted one to one secessions to introduce them with business

performance.

• ANNUAL APPRAISALS: Analyzed each team member’s, their

department’s & store performance on annual basis and hence

conducted their Annual Appraisals.

Page 11: KPI Retail Store Manager

FLOOR MANAGEMENT• INVENTORY REPLENISHMENTS: Analyzed the required

inventory/product replenishment standards & advised the corrections

incase if any required to rectify the same across the store & window

displays.

• VISUAL MERCHANDISING STANDARDS: Analyzed the given visual

merchandising standards and advised the corrections incase if any

required to rectify the same across the store & window displays.

• MARKETING MATERIAL & VM DISPLAY AIDS: Analyzed the given

marketing material & vm display aids standards and advised the

corrections incase if any required to rectify the same across the store

& window displays.

• HOUSEKEEPING: Analyzed the cleanliness all across the store and

advised the corrections incase if any required to rectify the same and

to maintain a hygienic environment.

• STORE AMBIENCE: Analyzed that the A.C, lights, music is set all the

time and the floor is always free of unnecessary stuff to offer a

friendly store ambience for the customer to shop

Page 12: KPI Retail Store Manager

AUDIT & SOPS MANAGEMENT• BUSINESS MANAGEMENT: Ensured given standards are aligned.

• INVENTORY MANAGEMENT: Ensured given standards are aligned.

• VISUAL MERCHANDISING & MARKETING MANAGEMENT: “ “ “

• PROMOTIONS & OFFER MANAGEMENT: “ “ “ “ “ “ “ “

• SEASONAL & EVENTS LAUNCH MANAGEMENT: “ “ “ “ “

• CUSTOMER SERVICE & AFTER SALE SERVICE MANAGEMENT: “ “ “

• ACCOUNTS MANAGEMENT: Ensured given standards are aligned.

• PEOPLE MANAGEMENT: Ensured given standards are aligned.

• FLOOR MANAGEMENT: Ensured given standards are aligned.

• AUDIT & SOPS MANAGEMENT: Ensured given standards are aligned.

• BACK OFFICE & ADMINISTRATIVE REPORTS MANAGEMENT: “ “ “

• BACK STORE MANAGEMENT: Ensured given standards are aligned

Page 13: KPI Retail Store Manager

• Business Administration Records

• Sales Report, Petty Cash Report, Banking Records

• Daily/ Monthly Staff Attendance, PIP, Staff Personal

Records, One to One, Annual Appraisals Records,

• VM Look books (Stories/ Themes) Records,

Marketing Material, VM Display Aids, Fixed Assets

• Inventory Analysis, Orders, In/ Out, Stock take,

Damages Records

• Promotion/ Offers Execution, Repair & Maintenance

• PSR & PMR Reports etc

BACKOFFICE & ADMINISTRATIVE

REPORTS MANAGEMENT

Page 14: KPI Retail Store Manager

BACKSTORE MANAGEMENT• INVENTORY: Ensured that the inventory is always kept neatly brand

wise, department wise and sub-group wise top to bottom and left to

right sequence.

• VISUAL MERCHANDISING HUB: Ensured that the unused VM

material is always kept neatly in vm hub.

• MARKETING MATERIAL & VM DISPLAY AIDS: Ensured that the

unused vm display aids are always kept neatly in their respective

hubs.

• DAMAGES: Ensured that the damage goods are always kept neatly

in their respective hubs well maintained at all times and update on

day to day basis.

• HOUSE KEEPING: Ensured that the received deliveries are always

segregated in place within 24 hours of given timelines, pullouts are

always well packed & segregated aside, house keeping standards

are always complied and the back store layout is always free for an

easy and faster mobility of the staff.

Page 15: KPI Retail Store Manager

Performance Contribution

Customer Footfall

Audit Grades

VM Checklist

Business

Growth

Increased

ATV

Mystery

Shopper

ARM

Checklist

Page 16: KPI Retail Store Manager

Thanks for your time & patience.

Best Regards

Jeetander Wadhwa