Shiv Shakti SIngh
Retail Area Manager (FNP)
New Delhi
Summary
Dynamic and results-driven professional specializing in retail operations and food and beverage management, eager to leverage expertise within a reputable organization. Proven success in optimizing processes and enhancing customer experiences across diverse, fast-paced environments, including retail, malls, quick-service restaurants, and coffee shops. A strong commitment to driving operational excellence and fostering team collaboration ensures the achievement of organizational goals. Passionate about delivering exceptional service and creating memorable customer interactions that elevate brand reputation and loyalty.
Overview
4
4
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Area manager
Ferns N Petals (FNP)
10.2023 - Current
- Leading the operations of 42 FNP stores across the region.
- Opened and led the first COCO store in Gurgaon, achieving profitability within the second month of operations.
- Drive the Retail Shine Project to improve the guest experience of the store.
- Ensure my area, all store team, follow the strict uniform and hygiene standards.
- Ensure all stores maintain the E. Com Matrix Like (Rejection, Time Slot Change, Substitution, Updation), etc.
- Conceptualizing and implementing sales and marketing plans in tune with the macro business plans, thereby achieving profitability.
- Strategic positioning of signage to increase visibility in the marketplace.
- Develop marketing campaigns for brand awareness, defining markets, and determining advertising placements.
- Conducting effective advertising and promotional programs, with emphasis on sales promotions.
- Ensuring high-quality services, resulting in customer delight, and optimum resource utilization for service quality.
- Delivering high-value services to upscale clients to exalt their satisfaction levels.
- Achieving customer concerns or feedback, thus ensuring proper implementation of necessary action against them.
- Responsible for customers’ Total Satisfaction Guarantee in my area.
- Work on the efficiency of the florist, to which the result was that they made 10 orders in a day, which increased to 15 orders in a day.
- Wastage control is 5% by lining up the top-selling products and bottom-selling products, which helps to decrease COGS by 3%.
- EBITDA YTD is positive by 5.53% with the value of 8,481,183.
- Introduced the Florist Academy to remove dependency from regular florists, which helps to fulfill days like Valentine’s Day and Mother’s Day.
- The time schedule of machine usage helps to cut electricity costs by 2%.
- NPS is being improved by 5%. Compare last year's year-to-date to this year's, which includes feedback, calling, and QC.
- Company being reduced by 2% compared to last year in all Coco and DS stores.
- Rejection is being improved by 3% by ensuring the top-selling item and the bottom-selling item.
- Luxe Delivery is being improved by Van services and overall sales improvements as compared to last year.
Area manager
Third Wave Coffee
01.2022 - 09.2023
- Designing need-based business plans, strategies for maximizing profitability, revenue generation, and realizing organizational goals; spearheading turnaround management initiatives.
- Oversee the day-to-day running of the store within the area, through regular contact with local operations staff.
- Protect and maintain the physical assets of the store to ensure the highest standards of the store are achieved by actively monitoring viewing patterns, market trends, and competition.
- Ensure all stores within the area are well presented and maintained in a manner so as to remain attractive, clean, and operationally effective.
- Make sure that all the policies and SOPs are followed in the operation.
- Responsible for the security and safety of patrons and employees, ensuring that emergency procedures are established, practiced, and reinforced.
- Conceptualizing and implementing business development and marketing plans in tune with the macro business plans, thereby achieving profitability.
- Preparing and monitoring food and beverage items, and maintaining appropriate documentation for inventory control for timely indenting of supplies.
- Ascertaining compliance with preset quality and hygiene standards, as well as the aesthetic presentation of food and beverages, managing high standards of sanitation and cleanliness that are maintained throughout kitchen and service areas at all times, conducting hygiene inspections, and conveying feedback to operating staff, as well as managers, for gaps in actual versus standardized norms.
- Ensuring customer satisfaction by achieving delivery of service quality norms by interacting with clients, managing guests’ requests, and resolving complaints.
- Executing policies and procedures in the operating systems to achieve greater customer satisfaction, hiring, training, and supervising the work of store staff.
- Safeguarding all food preparation employees by implementing training to increase their knowledge about safety, sanitation, and accident prevention principles.
- Closely interacting with in-house and potential guests to understand their requirements, and customizing the offerings
- and services accordingly.
- Lead in launching of Sundae, which increased late-night footfall and became a children's attraction. And proved more than brewed coffee.
Education
Arni university
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Utter Pradesh board
01-2007
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Utter Pradesh board
01-2005
Skills
Strategy Planning
Financial planning
HR leadership
Certification
Have completed Retail Management training from Starbucks.
Workshop Attended
- Train The trainer
- People Capability workshop
- Emotional Intelligence
- Achieving Break Through Results
- Prioritization, alignment and calendaring
Personal Details
Date of Birth: 1989-07-27
Timeline
Area manager
Ferns N Petals (FNP)
10.2023 - Current
Area manager
Third Wave Coffee
01.2022 - 09.2023
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Utter Pradesh board
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Utter Pradesh board
Arni university