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In Retail, Domain-specific Skills Must For Effective Customer Servicing - TimesJobs.Com

While the business environment remains challenging in the retail industry, the need to build capability continues to be a priority. So, to attract the right talent, companies are willing to invest and provide the maximum number of benefits and the best possible infrastructure.

Talking to, Abraham Cherian, head-HR, Tesco Technology, and Anju Sethi, head-learning & development and recruitment, Tesco HSC, said that with fast-changing dynamics of the retail landscape, it has become mandatory for the players to invest effectively to upskill existing talent and design start-of-the-art training programmes to equip them with strong domain knowledge.

According to them, the two key focus areas are:

1. Mobile as a channel for shopping is growing rapidly and becoming mainstream. To ensure seamless customer experience and subsequently drive sales through this platform, existing and upcoming talent need to be well-equipped to work on that space.

2. Analytics and big data have been crucial to retail over the last few years and will continue to dominate the industry. Going by the demand of these skill sets across sectors, colleges need to add these topics in existing courses.

In the current scenario, a career in retail entails operations such as IT/technology, property services, finance, business services and commercial and supply chain.

Cherian and Sethi said that since 70-75 per cent of their company’s role involves designing, developing, deploying and running applications in the retail business, the common requirement across all levels is knowledge in technology and understanding the retail domain.

Customers need to be catered to on all platforms — online and offline. This will require software developers and user-experience specialists for web-based solutions. Domain-specific skills such as analytics, cloud solutions and mobile are also mandatory for effective customer servicing in the retail industry, they said.

For retail companies that offer support beyond technology in areas such as property services, there is a need for a mixed range of professionals including engineers, analysts, graphic designers, space planners and merchandisers, 3D visualisers and architects.

Professionals with specialised skills help organisations remain focused on business requirements and drive operations swiftly. In addition, the industry also has opportunities in financial and commercial services.

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