The Retail Sales Manager (RSM) is responsible for the overall operations, responsibilities and sales of the store.
RESPONSIBILITIES:Top PrioritiesDrive store sales; mentoring, influencing, motivating and holding Mobile Experts accountable to meet or exceed daily and monthly targets/goals.Meet or exceed all monthly Performance Quotas and Expectations.Enforce all company policies, procedures, and best practices.Maintain compliance with all CPNI, PII, and Social Media regulations, rules and policies; ensure all Mobile Experts are compliant and enforce accountability.Maintain enthusiastic communication through various channels (Slack, mobile, in-person, email, Connecteam, etc.).Maintain an excellent relationship with T-Mobile and uphold MobileOne's reputation with the utmost standard of care.Customer ServiceInteract with every customer and contribute to every sale while on the sales floor.Ensure best-in-class customer service experience by training, developing, monitoring and holding Mobile Experts accountable using trackable scores found with NPS and SME.Troubleshoot customer escalations to resolution as quickly as possible; involve appropriate management channels when necessary.Login to T-Mobile (Citrix) system to read in-full all HUB feed and notifications before interacting with customers.Maintain a great relationship with the landlord and neighboring tenants.OperationsAdhere to all labor budgets and create work schedules accordingly; issue schedules at least two weeks in advance.Relay the #announcement Slack channel information to every Mobile Expert daily.Maintain and protect required Inventory and cash management procedures.Respond to NPS surveys and YEXT Reviews within required timelines.Learn, implement, and leverage all technology made available.Review and utilize all reporting made available to you.Receive, process, and track demo, sellable and non-sellable inventory.Ensure that the Daily Ops checklist is completed accurately and timely.Comply with all regular and updated Loss Prevention and Cybersecurity rules and regulations.Maintain a clean store by ensuring the Daily Janitorial checklist is completed daily.Employee RelationsEnsure time/management violations are eliminated.When employee issues arise, troubleshoot accordingly; involve your supervisor and the Human Resources Department if necessary.Develop Team/AccountabilityEnsure you are on the sales floor for at least 80-85% of your shift.Ensure your team timely executes new trainings according to completion requirements.Attend, deliver and execute on all MobileOne/T-Mobile trainings.Call every customer within 24 hours to ensure satisfaction.Track the daily M1 Ready/M1 Recap and review these documents with each Mobile Expert daily.Notify your supervisor and the Human Resources Department if a Mobile Expert has two consecutive months of sales below minimum GP requirements.Perform regular 1:1 check-ins with each Mobile Expert.Host monthly location meetings to review store objectives and past performance.New Hire/OnboardingCommunicate with the Training team to determine Mobile Associate's training schedule.Manage ASM hiring and onboarding process in collaboration with the supervisor and Human Resources Department.KNOWLEDGE AND SKILLKnowledge of T-Mobile products, services, policies, systems, etc.Basic Microsoft Office suite and G-suite abilities.Effective communication in both written and verbal formats.Ability to train others on the sales process.EDUCATION/EXPERIENCE REQUIREDMust be 18 years of age or older.Legally permitted to work in the United States.Must pass your initial and ongoing background check(s).PHYSICAL DEMANDS:Ability to report into the store during all regular business hours.Ability to stand and move around the store all day.Ability to communicate with customers and employees.
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