CHITHRA CHANDRAN

• Leading team of 50+, providing strategic direction, coaching, and mentoring.
• Managing annual resource and expenditure budget of AED14M
• Driving passion is to create enjoyable and successful shopping experience in store and encourage customers to return more frequently, and buy more over time
• Overlooking operations of over Average of 40K Value returns transactions daily
• Responsible for Communications and in-store graphics in store
• Working with exchange and return team to ensure area is appropriately staffed at all times and that after sales care encourages customers to want to come back to shop with us again
• Customer feedback to identify root causes, taking action to improve short and long-term customer satisfaction
• Encouraging team to take fast action on ideas to improve customers’ shopping experience, acting on customer feedback, competition and performance analysis
• Educating team in IKEA Concept, and ensuring that read and use appropriate manuals from Inter IKEA Systems B.V
• And other global solutions to help them.
• Defined clear targets and objectives and communicated to other team members
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs
• Identified and communicated customer needs to supply chain capacity and quality teams
• Developed detailed plans based on broad guidance and direction
• Established team priorities, maintained schedules and monitored performance
• Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions
• Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth
• Planned and budgeted accurately to provide business with resources needed to operate smoothly
• Maintained professional, organized, and safe environment for employees and patrons
• Achieved departmental goals by developing and executing strategic plans and performance metrics

• Optimizing sales, profitability and development of market Hall business in order to strengthen company as Home Furnishing Store in local market.
• Responsibilities include leading Market Hall Co-workers, providing support and developing them in order to create strong and vital daily commercial drive in Market Hall whilst ensuring presence of proven IKEA retail system
• Together with Commercial team you ensure that sales forecasts of all products in your BA are adapted to the sales pattern so that ordering process of goods leads to healthy stock situation.
• Designed innovative market strategy to boost market penetration, increasing operating profit margin by 18% in 2021

• To assist CS Manager in controlling and managing execution of pre-determined tasks within CS Department
• To also ensure smooth inter-departmental interactions
• Responsible for outsourced last mile team co-workers
• To effectively manage and motivate CS staff towards achievement of work objectives
• Created 20+ different service agreements and operating procedures to improve and strengthen efficiency
• Leading team of 10+, providing operational direction, coaching and mentoring
• Overlooking operations with 1M transactions annually
• Coordinate with outsourced last mile team for timely and effective 500+ daily deliveries.
• Attended staff development meetings and workshops and applied information from those events into daily activities
• Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information
• Conducted performance testing on mobile applications, ensuring seamless operation under various conditions and load scenarios

Handling store operations including check outs, Exchange and Back Office

• Taking Escalations and providing solutions
• Train New Joiners and create IDP for Successors
• Coaching teams and coordinating with service providers.
• Directed 10+ team of customer service personnel while helping front-line team members work effectively with over 1500+ daily customers.
• Identified opportunities for process improvements after conducting thorough analysis of current systems and procedures, resulting in enhanced productivity levels across department

• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance
• Managed conflict resolution among team members, fostering positive and collaborative work environment
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
• Managed 200+ calls per day with Average 96% Service Level

• Improved customer satisfaction by promptly addressing concerns and providing exceptional support.
• Oversaw e-commerce operations, streamlining processes for increased efficiency and profitability.
• Improved monthly sales with successful marketing, sales and customer relations approaches.
• Tracked inventory and reviewed retail trends to make timely and proactive business decisions.
• Responded to customer issues and resolved complaints by leveraging expert knowledge.
• Daily revenue of 100K with average of 50 Orders.
• Collaborated with cross-functional teams to develop compelling digital content that resonated with target audiences