Customer Service Store Manager

**/*/****

Andre D’cruz

Mumbai.

(Mob & Whatsapp) +91-704*******

*********@*******.***

Dear Sir / Madam,

I am writing in regard to your Store Manager - Malaysia position posted on Linkedin.com My résumé outlining my skills, experience, and credentials is enclosed for your review.

I have several years of rich experience in managing all types of store formats from small to large in India and Gulf.

In Erbil, Iraq, I was responsible for City Centre’s flagship store. I also assisted in opening more stores in and around Erbil and helped in stabilizing the operations and implementing the SOPs in the new stores.

In Saudi, I managed one of their main stores located in Jeddah.

Working in Gulf gave me the opportunity to manage and lead large multi-cultural and multi-national teams has enhanced my man management skills to a great extent.

Working for Lifestyle, Jordan as a store manager, gave me the opportunity to interact and deal with HNIs and VIP customers.

Where ever I have worked, in India or Gulf, for me Quality, Customer Service and Operating standards was of utmost importance. I also paid a lot of emphasis on all round staff training and development which I myself used to conduct or by the training department. I used to conduct special training sessions for the CSD (Customer Service Desk) staff on being a Good Listener and Customer Grievances handling.

I always tried my best to create a friendly, professional and customer driven environment in the store. I used to conduct daily staff briefing and one-on-one meetings with the department managers / supervisors and gave constructive feedback and guidance.

I believe that, If I take care of my staff, my staff will take care of my customers.

Almost throughout my career, in the various organizations I had worked, managing the MIS and ensuring the Store and business meets its KPIs has always been a very vital part of my KRA.

I am confident that I will be a good fit to the mentioned position and will be able to substantially contribute towards the successes of the store and the organization at large.

Thank you for your time and consideration. I look forward to speaking with you soon.

Sincerely,

Andre D’cruz

ANDRE FRANCIS D’CRUZ

Store Manager - Malaysia

Objective:

Seek to work in an environment that will challenge my retail trade experience further, while allowing me to utilize my skills in the field of retail to contribute to the continued growth and success of the organization.

Contact:

Address: Antariksh B-604, Mira Road,

Kanakia Road, Mumbai.

Phone: +91 - 704-***-****

Email: *********@*******.***

Skype: andrefrancis1307

Passport Details:

Passport No.: K8952453

Nationality: Indian

Personal Details:

DoB : 13/7/1969

Gender : Male

Marital Status : Married

Hobbies : Sports & Music

Language:

English (Native) (Written & Verbal)

Hindi (Written & Verbal)

Urdu (Uderstand)

SKILLS:

Organized, Strong Planning with attention to detail.

In depth understanding of retail store operations.

Ability to perform under pressure, use good judgment in ambiguous situations, and be flexible/adaptable

Ability to ensure a high level of service and quality.

Proficient with basic technology (e.g., MS Office)

Excellent interpersonal skills with a customer-oriented approach.

WORK EXPERIENCE

TRANSTAB INDUSTRIES - MUMBAI

Business Operations - JUL 2019 TO DATE

ZIA INNOVATION TRADING LTD. (EBOs) - SAUDI ARABIA

Operations Manager – FEB 2018 - FEB 2019

Reason for Leaving: Due to Industrial Saudization.

PANDA RETAIL - SAUDI ARABIA

Store General Manager – AUG 2016 – NOV 2017

Reason for Leaving: Personal reasons (death in family).

CITY CENTRE – ERBIL, IRAQ

Manager – NOV 2013 – JUL 2016

RELIANCE TRENDS LTD (Fashion & Accessories) – MUMBAI

Cluster Manager – FEB 20012 – OCT 2013

STAR HYPER - MUMBAI

Manager Operations (Store Manager) – SEP 2007 – NOV 2011

D’DAMAS JEWELRY - MUMBAI

Area Manager – FEB 2005 – JUN 2007

ESILICONWORLD (One-Stop-Shop) - MUMBAI

Branch Incharge – OCT 2000 – JAN 2005

Job Summary Key responsibilities include, but are not limited to the following:

Financial:

Responsible for the MIS, OPEX, Operations, Productivity targets (ABV, UPT, SPSF, Conversion %age), Stock & Inventory, Customer Service and HRM of the assigned store.

Participate in creating annual budget for the store and project monthly and quarterly sales.

Commercial:

Seek Internal and External commercial opportunities which will grow Sales and increase Gross Profit.

Ensure all legal requirements are fulfilled and adhered too.

Control and monitor various discounts.

Operations:

Responsible for the day-to-day operations of the Store.

Setting clear objectives for each direct reports & metrics for each Department to achieve.

Monitor and analyze the Daily, WoW, QoQ & YoY Sales Performance vs Targets with the team and propose remedial action plan as required.

Walk the shop floor at different times, looking at the store through the eyes of the customer to ensure an excellent ready to trade store for the customers.

Liaise with the Buying and Commercial team with regards to the pricing strategy and suggest appropriate changes.

Keep s tab on Fast Sellers and Slow / Dead stock and initiate appropriate and timely actions for the same.

Ensure delivery of exceptional Operational, Commercial and Customer Service standards throughout the store at all times.

Ensure that the SOPs & Checklists and company’s policies & procedures are strictly adhered too.

Ensure compliance with health/safety policy, procedure and standards across the store.

Competitor mapping and market trends awareness.

Prepare and submit various reports to the Sr. management.

Identify underperforming departments and develop a business plan to address and manage issues effectively.

Ensure company’s brand image is portrayed in all aspects.

Work closely with the managers and team and assist in implementing and executing the Store Business Plan and Marketing activities.

Stock & Inventory Management:

Ensure store have the optimum level and the right mix of stocks.

Ensure the Shrinkage level and Wastage is minimal and within the agreed percentage.

Ensure periodic and annual stock count is conducted as per the set guidelines to ensure the desired results are achieved.

Evaluating performance at category / sub-category.

Ensure merchandise is secured by implementing security systems and measures.

People Management & Development:

Managing and motivating the team.

Conduct daily store briefings and periodic one-on-one meetings with the department managers.

Assist the HR in Recruiting, Inducting, Coaching, Training, Appraising and taking disciplinary actions.

Implement and drive staff engagement and welfare programs with the support of HR team.

Ensure every manager has a talent pool of future stars and entrust them with extra responsibility to enhance their skills.

Ensure good work is recognized and acknowledged.

Ensure every employee is aware of his / her KPIs and is appraised on the same.

Ensure any staff issues are addressed immediately as per the company’s policy and guidelines.

Customer:

Handle customer complaints.

Create a customer service-oriented environment to ensure exceptional Customer Service is delivered at all times.

Ensure that a Safe, Secure and highly presentable environment for Customers is maintained.

Resolve customer issues in a manner such as satisfying the customer as well as maintaining the interest of the company.

Conduct SWOT review to analyze the customer profile to improve sales.

EDUCATION

Post-Graduate Degree (Marketing) – University of Mumbai

B.Sc. (Biochemistry) – University of Mumbai.

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