A session on “Store Operations & Customer Experience” was conducted by special guest Mr. Abhishek Saini, a proud alumnus of Jagan Institute of Management Studies (JIMS), where he completed his PGDM in Retail Management from the 2012-2014 batch. Mr. Saini has built a distinguished career in luxury retail, having spent over a decade at Louis Vuitton. He has risen from a Client Advisor to his current role as Team Manager – High End & Client ling at Marina Bay Sands, Singapore. His journey began in New Delhi, where he held various leadership roles before transitioning to an international level.
During the session, Mr. Saini emphasized the three pillars of retail excellence: Products or Stocks, People, and Clients. Key store operations, including visual merchandising, inventory management, floor management, and roster planning, were covered. The importance of following Standard Operating Procedures (SOPs), providing after-sales services, and conducting sales forecasting was also highlighted.
Key store operations such as visual merchandising, inventory management, floor management, and roster planning were highlighted. These operations are essential for ensuring smooth business functioning and enhancing the overall customer experience. Other vital components include adhering to Standard Operating Procedures (SOPs), offering after-sales services, and conducting sales forecasting and budgeting.
Additionally, strategies for enhancing client experience and retention were discussed, including greeting customers, asking the right questions, offering store tours, and providing relevant proposals. Mr. Saini concluded by sharing golden rules for success, stressing the importance of rational optimism, clarity of thought, and embracing tough decisions in retail management.