Divyasree Metta

Seeking a challenging career defining operations manager's role across retail with reputed organization demanding high standards of quality and precision and providing opportunity to amalgamate my personal enrichment with professional goal. Proactive, Energetic, quick decision making, dynamic and target focused professional with over 15 years' experience across Retail & Hospitality sectors in managing sales & marketing, new Launch, business development, Revenue generation, Client servicing, Advertising & brand development, Product specialist with expertise in long term planning of expansion, Increasing sales, improve marketing, providing customer satisfaction and maximizing profit; Demonstrated expertise in developing and managing projects for new product launch and improving Recruitment & selection procedure; pragmatic, with proven managerial acumen and abilities to withstand work pressures, deliver assignments within specified time frame without compromising on quality benchmarks.

CONCEPT MANAGER- HOME CENTER at LANDMARK GROUP (2026-03 – Present)

• Manage overall store operations and commercial floor performance, ensuring smooth day-to-day functioning of the store.
• Ensure floor hygiene, housekeeping, product availability, and display standards are maintained as per company guidelines and planograms
• Conduct regular commercial floor walks to identify operational gaps, improve customer experience, and maximize sales opportunities
• Drive sales performance and achievement of business targets through effective floor management, merchandising, stock availability, and team coordination.
• Manage store opening and closing procedures, ensuring operational compliance and readiness.
• Ensure adherence to HSE (Health, Safety & Environment) standards and promptly address safety and compliance issues.

SERVICE MANAGER at RELIANCE RESQ (2024-02 – Present)

• Responsible for achieving the TAT'S for the services to customers, managing engineers and controlling the inventory levels of parts & shrinkage.
• Ensure meeting the complete set of customer's needs by the Product availability and Right suggestions for installation and repair, starting from purchase to closure of the service transaction to be monitored.
• Addressing customer grievances and resolving the issues on priority to minimize escalation to the customer service desk.

STORE MANAGER at RELIANCE DIGITAL (2022-04 – 2024-02)

• Manage stock planning, inventory accuracy, ISTs (Inter-Store Transfers), damages, repricing, and stock availability.
• Monitor credit notes, stock discrepancies, damages, and inventoryrelated activities to minimize losses and maintain operational efficiency.
• Coordinate and execute Visual Merchandising (VM) activities, ensuring displays are aligned with planograms, seasonal concepts, and brand standards.
• Support marketing campaigns, promotional activities, new launches, and in-store activations.
• Handle and resolve customer complaints and service-related issues, ensuring a positive customer experience.
• Address staff concerns and operational issues, coordinating with relevant teams to ensure timely resolution.
• Collaborate with Sales, VM, Inventory, Operations, Marketing, and Support teams to achieve business objectives.
• Continuously identify opportunities to improve sales, customer experience, operational efficiency, and store standards.
• Responsible for achieving the revenue for the store categories managed and controlling the inventory levels& shrinkage.
• Ensure meeting the complete set of customer's needs by the Product availability and Right Pricing and Delivery in time starting from enquiry to closure of the sales transaction to delivery.
• Addressing customer grievances and resolving the issues on priority to minimize escalation to the customer service desk.
• Ensuring effective stock Management, accurate and updated prices, special/periodic promotional offers, point-of- purchase promotional materials, sales planning etc.

DEPARTMENT MANAGER at RELIANCE DIGITAL (2019-07 – 2022-03)

• Supervising the product shelf-life management with a view to controlling store spoilage and optimizing the SKU mix for the categories managed.
• Assisting customers in locating products and answering more complex technical questions as escalations from the Sales Assistants; perform the role of a product specialist for customers that require advanced technical advice.
• Conducting market surveillance for category managed in terms of competitor retailer's product and model mix, operating Selling prices, promotional offers, visual merchandising, and Customer footfalls.
• Involved in the category management including sales transactions, tracking customer orders and payments, registering sale and maintaining inventory updates and providing service.
• Ensuring the category sales associates and team leaders are constantly updated on the latest developments in terms of new technologies and latest products, newly introduced brands and demonstration/selling techniques.
• Responsible for the Key Performance Indicators and Number analysis by maintain reports like SPICE, WBR, MBR, Sales Trend &competition analysis.
• Ensuring strict control over the discounts through efficient store operations to achieve the revenue and profit targets for the store.
• Implement plans to maximize sales through efficient store management and customer service within the COC.
• Involved in forecasting and planning the SKU mix and volume levels for achieving the store level targets.
• Ensure achievement of set targets in terms of service standards for customer transactions and operations.
• Monitoring sales transactions, tracking customer orders and payments, registering sale and maintaining customer lead updates.
• Responsible for providing service, handling returns and refunds, gathering consumer data for feedback
• Implementing marketing plans for the store and drive sales promotion initiatives, events for the store and ensuring various local as well as
• Ensuring SKU placement in line with company guidelines and communicate changes to optimize footfall and returns per sq.ft.
• Innovating methodologies to improve customer footfalls, conversions and ATV (Average Transaction Value) and maintaining interaction (Internal & External) with organization and customers.
• Ensure maintaining outstanding customer standards of the store by providing a friendly environment that treats each customer as a guest with respect and courtesy while providing them with quick and friendly service.
• Involved in cultivating, promoting and maintaining company's culture through teamwork, collaboration, development of people and achievement of targets.
• Involving with team and helping them to improve their knowledge also supporting them to grow in their carrier.
• Planning and preparing various reports on sales like MBR, WBR, and Sales trend profitability to provide inputs for Strategic planning.

CRM MANAGER at RELIANCE DIGITAL (2017-04 – 2019-06)

• Ensure every customer happiness and satisfaction as well taking care of staff issues and attendance also conducting R&R.
• Responsible for after sales issues and concerns, deliveries and installations also breakdown calls to be taken care.
• Fixing and reviewing the Key Performance Indicators concerning Net profit, Talent retention, increase in market shares, reduction in number of stock-outs, increase in conversion rate etc....
• Assessing the productivity enhancement indicated by increased Sales per Employee.

CSD MANAGER at RELIANCE DIGITAL (2015-05 – 2017-03)

• Customer satisfaction, credit notes, virtual credit notes, Offer announcements, Alterations, Gift wrapping, gift card management.
• Team management and ensuring all works to be accomplished as per timelines and also as per SOP.

STORE MANAGER at LEE & WRANGLER (2013-03 – 2015-04)

• Ensure achieving the target with all parameter by efficient Team Management, Stock replenishment, Merchandising and Customer Engagement.
• Responsible for the After Sales issues and concerns of customers, follow ups and motivating the team.

SALES ASSOCIATE at VIZAG CENTRAL & PANTALOONS (2011-09 – 2013-03)

• Ensure achieving Daily targets with all KPIs, living up to the values of company, selling Products as per the requirements of customer and following standard analysis at the time of sales.
• Taking care of sales promotion within a very short time by displaying extraordinary performance.
• Also responsible for monthly audits and article codes maintenance for billing.

SALES ASSOCIATE at INCS/ARCHIES (2009-04 – 2011-08)

• Taking care of sales promotion within a very short time by displaying extraordinary performance.
• Also responsible for monthly audits and article codes maintenance for billing.

B.A in POLITICS – Andhra University, Visakhapatnam

INTERMEDIATE (DISCONTINUED) – GJ College, Visakhapatnam

SSC – St. Joseph's Central School, Visakhapatnam