Retail Store Manager 3
AT&T - ROSWELL, New Mexico
Meet and exceed customer experience and sales objectives for store. Supervise the overall daily operation of a store including hiring, development, discipline, and scheduling of employees to ensure an extraordinary customer experience, cost efficiency, and quality store operations. Maintain inventories at adequate levels, promote sales, and maintain the appearance of the store. Complete accounting and paperwork associated with cash receipts and prices and conducts physical inventories. Job level is determined by meeting store opportunity, customer satisfaction, audit scores, and other criteria.
ROLES & RESPONSIBILITIES
Customer Experience and Sales
Fully accountable for store implementation of The AT&T Retail Promise
Fully accountable for execution of sales, service and customer experience initiatives in store
Supervise store personnel to: Meet and exceed assigned goals for: customer experience and reputation, sales and service, revenue and productivity
Demonstrate the right customer behaviors defined by Delivering an Extraordinary Experience
Ensure every seller follows the AT&T Retail Experience and executes on all 5 Key Behaviors at all times
Consistently demonstrate excellent leadership and coaching skills
Create a work environment where motivated people can excel
Oversee Store floor experience – Act as Floor General
Own Customer Coordination,Welcome and Wait Time process
Support Team and assist with customer transactions
Coach and counsel personnel on “opportunities” with key sales and reputation metrics, recognize positive performance against key sales and reputation metrics and hold people accountable for poor performance
Perform role plays with personnel on a regular basis to demonstrate “what right looks like”
Facilitate weekly personnel training/educational sessions
Monitor the Customer FeedbackTool on a daily basis
Resolve or escalate appropriately any billing or service issues
Employee Management and Development
Interview, hire and make necessary discipline decisions, including terminations, for store personnel
Inspire and engage employees by motivating team to succeed
Lead by example
Develop employees for growth and promotion by delegating appropriate responsibilities and inspecting completion
Improve employee engagement throughout territory through appropriate behaviors and actions
Develop and execute individual development plans for store personnel
Observe and coach employees to provide feedback around sales technique effectiveness and providing excellent customer service
Conduct On The Spot (OTS) Coaching
Execute A & D process for direct reports
Ensure personnel adhere to the Code of Business Conduct and conduct investigations with HR as needed
Resolve quickly any Rep or Store level fraud issues communicated by ARSM, may involve working with Asset Protection and/or HQ Credit and Collections
Fully understand and assist in educating personnel on the compensation plan and ensure employees know how to maximize
Ensure Fair Labor Standards Act (FLSA) compliance
Approve and communicate temporary assignments and overtime for floating personnel
Product Launches
Partner with Area Retail Sales Manager and other appropriate parties to successfully launch new products, services or processes
Actively inspect post-launch and drive improved results with best practices
Inspect that employees are properly trained on new products and promotions to sell with confidence
Document and report concerns with sellers’ knowledge and/or behavior and provide additional coaching and/or discipline as appropriate
Coordinate with security, facilities and mall management to ensure smooth product launch day execution
Store Operations
Staffing/Scheduling
Act as Floor General – responsible for all activity in store at all times
On the sales floor the majority of the time to coach and develop personnel
Partner with Area Retail Sales Manager to review headcount forecast plan and staffing
Employ Scheduling Tool to properly staff hot zones and meet business needs, training and special events such as product launches
Ensure employee preferences/constraints are loaded into the Scheduling Tool on a monthly basis
Merchandising
Accountable for adhering to the iPOG and the merchandising standards
Instill a sense of pride and ownership in store appearance – where all employees understand their store is the face of AT&T to every customer
Compliance
Drive operational compliance of back office processes, procedures and policies
Ensure timely completion of required training to empower personnel to succeed
Implement, execute and inspect existing and new retail programs, tools and training
Execute monthly cost reviews of overtime, discounts, returns and credits
Responsible for performing Access Review Tool (ART) periodic audits for direct employees to ensure they have the appropriate level of system/tool access for their roles and responsibilities.
Other
Report fraudulent activity to Asset Protection
On call for store emergencies
Demonstrate AT&T Extraordinary Leader Model Characteristics
Continuously display high integrity
Develop strategic perspective and champion change
Inspire others to high performance through collaboration and teamwork
Utilize professional expertise to solve problems and analyze issues
Capture initiative and strive for results
Required Qualifications
Two years sales/customer service experience in telecommunications or related industry
One year management experience
Excellent sales skills and demonstrated ability to meet or exceed performance standards
Ability to motivate and lead direct reports
Ability to work flexible hours, including evenings, weekends and holidays
Ability to operate a personal computer, wireless equipment, copier and fax
Desired Qualifications
Three or more years sales/customer service experience in the telecommunications or related industry
Previous management experience in the telecommunications or related industry
Effective communication, presentation and interpersonal skills
Strong organizational skills with attention to detail
Ability to work at multiple locations within district preferred
Familiarity with wireless terminology and AT&T Mobility systems preferred
Provisions listed in these Job Descriptions may be changed or modified by AT&T Mobility without prior notice at any time, at the Company's sole discretion.
Posted: 30+ days ago
About AT&T
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