Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hi, I’m
Gautam Kumar
New Delhi
Summary
Overview
17
years of professional experience
1
year of post-secondary education
Work History
Durian Industries (Furniture)MUMBAI
Cluster Manager-Franchise
07.2023 - Current
Job overview
- Engage and motivate the team members towards target achievement, customer centricity and better performance, utilizing existing Engagement and R&R platforms of the org and work towards building a motivated team at all stores
- Monitor the operations efficiency at the store through Store Managers
- Liaise with Warehouse / Product / Customer Service team to share feedback on products and process as and when needed
- Analyze sales data by category, geography, store, market etc
- To identify trends and value add in product merchandising of the Cluster
- Includes driving training initiatives with the L&D team, individual coaching and mentoring
- Track and analyze Stores and Team member’s performances Weekly and execute measures to enhance performance
- Ideate, execute and continuously work towards making the product presentation and service experience better for our customers to ensure that all the stores consistently exude our brand experience
- Have a pulse on customer experience, escalations, revenue, and people related issues by personally visiting all stores in rotation
- Hold accountability for Cluster target achievement and P&L responsibility
- Complete store administration and ensure compliance with policies and procedures
- Maintain outstanding store condition and visual merchandising standards
- Monitor stock levels and purchases and ensure they stay within budget
- Analyzed sales data to manage cluster performance and make informed financial decisions.
- Provided weekly income and quarterly cluster reports to company headquarters.
- Trained facility managers on company policy and procedure for similar performance throughout cluster.
- Researched key competition, retail sector trends and current trading opportunities for new initiative ideas.
- Monitored facility managers and staff performance through quarterly review assessments.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Nilkamal Limited (Furniture & Home Improvement)GHAZIABAD
Store Manager
07.2019 - 06.2023
Job overview
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Approved regular payroll submissions for employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Assisted with hiring, training and mentoring new staff members.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Nilkamal LimitedBANGLORE
Assistant Store Manager-Furniture
11.2017 - 06.2019
Job overview
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Trained and guided team members to maintain high productivity and performance metrics.
HomeboxAbu Dhabi
Furniture Manager
01.2017 - 10.2017
Job overview
- Department Sales Target Vs Achievement- Tgt vs Ach Weekly Action Plan
- Damage and Shrinkage- Responsible for Timely damage segregation, repair and clearance
- People Management and Monitoring- Hold daily Meeting to communicate for high and low performance
- Optimum Availability of Merchandises- Maximize department sales with keeping the stock in NCD format
- Department Management & Store Standard- Understand the detailed knowledge of Product /department merchandise and develop the sales associate
- Customer Service- Customer Complaint Monitoring and Resolving the issue with in timeline
- Appreciation
- Appreciated by management for increasing the contribution Growth of furniture department(6%) in Store Sale with in 6 Month.
Nilkamal LimitedChandigarh, Haryana
Assistant Store Manager-Furniture
01.2016 - 12.2016
Job overview
Hindware Home Retail Pvt LtdDelhi
Team Leader
09.2011 - 12.2015
Job overview
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Held weekly team meetings to inform team members on company news and updates.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Evaluated staff performance and provided coaching to address inefficiencies.
Hindware Home Retail Pvt LtdDelhi
Front End Merchandiser
01.2010 - 08.2011
Job overview
- Follow-up with category for on time materials availability with right quality and quantity as per sale
- Coordinate with the Category for availability of products on the Floor
- Responsibility of promotions and schemes in the store
- Feedback on the progress on movement of various products to category
- Category & Sub category wise fast movers & slow movers
- Ensure utilization of space for fast moving and high margin items at the store
- Proper visual merchandising at the store
- Ensure training on product, process and behavioral training in coordination with HR
- Transfer the merchandise from store to other location as per requirement.
Home Store India LtdGurgaon
Customer Service Associate
09.2006 - 12.2009
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Informed customers about special promotions and provided detailed information for various products.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided customer feedback to management and identified areas of improvement for products and services.
Education
Symbiosis Institute
Post Graduate Diploma from Retail Management
01.2010 - 04.2011
University Overview
Delhi University
B.COM(P)
University Overview
C.B.S.E Board
12th from Commerce
University Overview
Skills
Staff Management
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Timeline
Cluster Manager-Franchise
Durian Industries (Furniture)
07.2023 - Current
Store Manager
Nilkamal Limited (Furniture & Home Improvement)
07.2019 - 06.2023
Assistant Store Manager-Furniture
Nilkamal Limited
11.2017 - 06.2019
Furniture Manager
Homebox
01.2017 - 10.2017
Assistant Store Manager-Furniture
Nilkamal Limited
01.2016 - 12.2016
Team Leader
Hindware Home Retail Pvt Ltd
09.2011 - 12.2015
Symbiosis Institute
Post Graduate Diploma from Retail Management
01.2010 - 04.2011
Front End Merchandiser
Hindware Home Retail Pvt Ltd
01.2010 - 08.2011
Customer Service Associate
Home Store India Ltd
09.2006 - 12.2009
Delhi University
B.COM(P)
04.2008
C.B.S.E Board
12th from Commerce
04.2003
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