Program Manager - SIS

Job Title: Program Manager – Shop in Shop Job Purpose: The Program Manager – SIS is responsible for driving sales performance, operational excellence, and brand consistency across multiple Shop-in-Shop (SIS) locations. This role focuses on leading dispersed store teams, ensuring superior customer experience, maintaining visual merchandising standards, and building strong relationships with retail partners to achieve business objectives Reward level: Middle Management Experience: 7-12 years Reporting to: Operations Head Qualification: Graduate in any discipline Job Location Gurgaon HO Key Responsibilities: 1. Sales & Business Performance • Drive sales growth and achieve monthly, quarterly, and annual revenue targets. • Deliver on KPIs - Sales achievement vs target, Conversion rate, ABV, UPT, Stock availability, Staff productivity • Analyse sales trends and implement action plans to maximize business opportunities. • Ensure effective execution of promotions, campaigns, and seasonal launches. 2. Retail Operations • Oversee daily operations across all assigned SIS counters. • Ensure compliance with company SOPs and partner store guidelines. • Conduct regular store visits and audits to maintain operational excellence. • Monitor stock levels to prevent stock-outs and excess inventory. 3. Team Management • Recruit, train, coach, and develop sales associates and supervisors. • Manage dispersed teams across multiple locations, including virtual performance reviews. • Set performance goals, track productivity, and conduct regular evaluations. • Oversee attendance, scheduling, attrition, and overall team efficiency. 4. Visual Merchandising (VM) • Ensure adherence to brand-approved VM guidelines across all locations. • Monitor in-store presentation to enhance customer engagement and sales. 5. Inventory Management • Track inventory levels and ensure timely replenishment, Maintain stock counts & reconciliation processes. • Coordinate with partner and supply chain teams for stock movement. 6. Customer Experience • Deliver exceptional and consistent customer service across all SIS locations. • Build a strong customer-centric culture within teams, Handle customer escalations effectively and promptly. • Monitor customer feedback and implement improvements. 7. Partner Relationship Management • Build and maintain strong relationships with department store partners • Collaborate with partner stores to improve visibility and promotions. • Resolve operational challenges to ensure smooth execution. 8. Reporting & Analysis • Prepare and present sales and operational performance reports. • Track KPIs and implement corrective actions where required. • Provide insights on market trends, competitor activity, and customer behaviour. Behavioural Competencies Strong leadership and coaching ability High ownership and result orientation Excellent communication and interpersonal skills Ability to manage multiple locations and priorities OUR M&S CULTURE To bring our culture to life, we have M&S Behaviors. Our people make M&S unique, and these behaviors help us no matter where we are in the business. They’re about looking out for each other and being honest, aiming higher and bringing our curiosity – because that’s how we do the right thing for our customers. OUR BEHAVIOURS We get out there and ask questions, curious and keen to get CLOSE TO CUSTOMERS, CLOSE TO COLLEAGUES. WE SAY IT, WE DO IT. We are bold with our decisions, and ambitious for growth. We’re hands-on, sleeves rolled up, and we get the job done. WE TELL IT AS IT IS, we’re honest and straight talking. We’re informal and conversational. No dramas. We disrupt and innovate. We’re tough on performance, learn from others to get better every day and WE ALWAYS AIM HIGHER. WE WORK SELFLESSLY. We put M&S first to make the right calls for our customers and shareholders, so we all win together. We’re financially disciplined. We make the right choices with our money to SPEND WISE, SAVE WELL. Classification: MSR Internal