T-mobile - Retail Store Manager - Geary - San Francisco, United States - T-Mobile (MobileOne, LLC)
Description
SUMMARY:
The Retail Sales Manager (RSM) is responsible for the overall operations, responsibilities and sales of the store.
RESPONSIBILITIES:
_Top Priorities_:
- Drive 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 an excellent relationship with T-Mobile and uphold MobileOne's excellent reputation with the utmost standard of care
_Customer Service_:
- Interact with every customer and contribute to every sale while on the sales floor
- Ensure bestinclass 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; train Mobile Experts to deescalate as often as possible and remain in constant contact with their supervisors when applicable; keep customer informed until the escalation is resolved
- Login to T-Mobile (Citrix) system to read infull all HUB feed and notifications before interacting with customers
- Maintain a great relationship with the landlord and neighboring tenants
_Operations_:
- Adhere to all labor budgets and create work schedules accordingly; issue schedules at least two weeks in advance to all Mobile Experts and your Regional Manager for approval
- Relay the #announcement Slack channel information to every Mobile Expert every day
- Maintain and protect required Inventory and cash management procedures (daily, biweekly, and bimonthly), including but not limited to, Inventory and cash loss prevention standards
- Do not exceed monthly credit limits, do not offer recurring credits, and do not access friends/family/personal accounts
- When requested, 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 (Power BI, Tableau, Viva, Cornerstone, Slack, TIMO Console, TIMO, etc., as released)
- Receive, process, and track demo, sellable and nonsellable inventory
- Review and execute MyMerch when required and ensure minimum requirements are met at all times
- Ensure that the Daily Ops checklist is completed accurately and timely
- Complete selfT-Mobile Ops Ready Audit as required
- 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 through Connectteam
- Ensure all store equipment, facilities and technology are working properly; selftroubleshoot and then escalate to the appropriate internal team member as needed; if further escalation is required then partner with the appropriate team member to ensure outside service providers resolve problems; as a last resort connect with your supervisor to resolve
- Ensure the Daily Paperwork Folder is completed
_Employee Relations_:
- Ensure time/management violations are eliminated such as meal break violations, variant punches, auto punch errors, etc.
- When employee issues arise, troubleshoot accordingly; if issues escalate, involve your supervisor and the Human Resources Department
_Develop Team/Accountability_:
- Ensure you are on the sales floor for at least 8085% of your shift
- Ensure your team timely executes new trainings according to completion requirements and compliance as directed by the Training team
- Be on time to all scheduled meetings/trainings regardless of the platform (in person, mobile, Zoom, Slack)
- Attend, deliver and execute on all MobileOne/T-Mobile trainings and ensure all direct reports (Mobile Experts & ASMs) are compliant
- Enforce all required customer callbacks be made by Mobile Experts and be willing to stepin to complete
- Call every customer within 24 hours to ensure satisfaction, troubleshoot, and remind customer of the potential survey
- Perform and monitor all required outbound sales calls
- Track the daily M1 Ready/M1 Recap (Google Drive), print both documents and place inside the Daily Paperwork Folder. Review these documents with each Mobile Expert on a daily basis
- Track and project with all known factors, such as but not limited to seasonality, trends, etc., to best anticipate labor needs; prepare, report, recruit, interview and hire accordingly
- Notify your supervisor and the Human Resources Department if a Mobile Expert has two consecutive months of sales below minimum GP requirements and Performance Quotas & Expectations; this will trigger a PIP for the Mobile Expert and commence labor planning to accommodate for
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