About Us: Traya is an Indian direct-to-consumer hair care brand platform provides a holistic treatment for consumers dealing with hairloss. The Company provides personalized consultations that help determine the root cause of hair fall among individuals, along with a range of hair care products that are curated from a combination of Ayurveda, Allopathy, and Nutrition. Traya's secret lies in the power of diagnosis. Our unique platform diagnoses the patient’s hair & health history, to identify the root cause behind hair fall and delivers customized hair kits to them right at their doorstep. We have a strong adherence system in place via medically-trained hair coaches and proprietary tech, where we guide the customer across their hair growth journey, and help them stay on track.Traya is founded by Saloni Anand, a techie-turned-marketeer and Altaf Saiyed, a Stanford Business School alumnus.Our Vision: Traya was created with a global vision to create awareness around hair loss, de-stigmatise it while empathizing with the customers that it has an emotional and psychological impact. Most importantly, to combine 3 different sciences (Ayurveda, Allopathy and Nutrition) to create the perfect holistic solution for hair loss patients.The Founders: Founded by Saloni Anand, a techie-turned-marketeer and Altaf Saiyed, a Stanford Business School alumnus.About the Role: A Store Manager at Traya acts as an important link between strategy and execution. He/she drives the store towards achieving all assigned metrics of Store Sales, Conversions, Customer satisfaction etc. and is responsible for keeping a high level of morale among the store staff, developing them, controlling attrition, and ensuring smooth operations at the store. He/she should also be responsible to get into execution (taking hair test, scalp check, closing customers, etc.)The role will have the following key responsibilities : - Customer focus: Driving CSAT for all walk-ins / customers in the store - Greeting customers when they enter store and coaching the team to do the same - Displaying commitment towards providing exceptional Customer Service and ensuring that Traya hair experts also treat Customer Satisfaction as a priority - Dealing with customer service issues such as queries and complaints at store level and ensuring this is consistent with the team - Striving to have long lasting and fruitful relationships with each of our customersSOP adherence & implementation: - Ensuring that all SOPs for retail are implemented successfully and adhered to by store employees - Updating colleagues on business performance, new initiatives and other important issues - Scheduling the team’s shift timings to meet the store’s business needs and demands - Ensuring staffing levels are adequate to effectively operate the storeResponsibilities (similar to hair expert): - Commitment to Customer Satisfaction - Always putting the customer's needs first - Greeting customers immediately when they enter store. Shows urgency in providing service to customers and satisfying their needs - Finding the underlying reasons for customer hair loss problems and also going the extra mile to provide the right knowledge and solution - Scheduling appointments with doctors after hair test / scalp check for new as well as repeat customers - Closing customers on Traya treatment plan after paid or free hair test check-up - Dealing with customer service issues such as queries and complaints for repeat customers - Striving to have long lasting and fruitful relationships with each of our customers - Responsible for converting the prospective customers into actual customers - Engage the customer while taking the hair test, conducting scalp health check using our proprietary hardware, and deliver the recommended solution - Identifies situations involving dissatisfied customers and acts quickly for resolution.Tech Skill set required: - Having the basic understanding of the POS system to ensure transactions are properly and effectively processed - Having the basic understanding of our CRM to be able to understand the customer case history and provide the right resolution - Strong understanding of hair science & Traya treatmentSecurity & Hygiene: - Ensuring the store and the inventory is neat and clean at all times - Maintaining the necessary safety measures in ensuring the safety of the store and customers - Employees at store level, engaging in the customer experience need to be properly groomed
Job Title
Assistant Store Manager