Description:
The Manager, Store-in-Store is an integral part of the Retail Team responsible for bringing the T-Mobile brand to life within Store-in-Store partner locations, where active customer engagement is crucial for success. They lead a team of Mobile Experts, Store-in-Store who create energy and excitement around our products and services. They are obsessed with the connected world and thrive in a high-traffic environment, where technology innovations, customer needs and the Retail experience are continuously evolving. Manager, Store-in-Store leads the sales team to excel at building and deepening relationships with customers through meaningful interactions. They Do it the Right Way and are skilled at identifying customer needs and are passionate about educating, demonstrating, and recommending solutions to provide exception customer experiences while meeting performance goals and objectives.
Job Responsibilities:
Leadership:
- Responsible for infusing every Mobile Expert, Store-in-Store with a passion for its customers by thoroughly orienting and grounding them to a standard of Loving Our Customers.
- Complete observations of Mobile Experts’ interactions with customers, including feedback, to be used in development, training & coaching conversations.
- Effectively manage customer flow/wait time. Keep current on products, services and promotions.
- Create competitive best practices amongst the Mobile Expert team while being Customer obsessed, passionate, friendly, and engaging with customers. Match the pace of the customer, connect on a personal level, build rapport, trust, and loyalty with every interaction. Committed to providing exceptional service, and to exceeding customer expectations.
- Ensure team knowledge of store systems. Ensure that teams are knowledgeable about corporate and store communications. Deliver financial results based on key performance indicators. Identify ways to manage and control store expenses. Manage discounting and credits.
- Responsible for overall customer experience, sales, labor, service, growth, and revenue.
- Shares feedback to improve sales, performance, customer experience, and T-Mobile's standard operating procedures.
- Lead store operations, opening/closing procedures.
- Supervises sales team, including one-on-one coaching, syncs, on-going feedback, recruiting, development, performance management, and scheduling.
- Lead by example, staying up to date on the latest products, services, training, and leadership best practices to remain an expert resource to the team. Interact directly with Mobile Experts to ensure they meet and/or exceed defined, monthly success measurements completing assigned training on time.
- Assist in maintaining the quality of the overall store-in-store environment and adhere to national plan-o-gram standards. Use visual displays and interactive devices effectively. Keep visual displays and devices current. Assist in the execution of Retail Methods & Procedures.
Sales and Customer Engagement:
- Proactively engages with a broad range of customers in a highly visible and energetic retail environment. Make customers feel comfortable and welcomed into the T-Mobile environment while educating them about our products and services. You will ensure customer satisfaction by providing best-in-class customer experience by building loyalty.
- Consistently leverage digital tools during customer interactions and the onboarding process. Identify customer needs and use solution-based selling techniques to fully demonstrate the value of T-Mobile products and services. By recommending wireless solutions, you will deepen relationships with customers and ensure their satisfactions.
- Complete training on the T-Mobile Store-in-Store experience, new skills, products and processes, and knowledge of systems and reference resources. Continuously learn and improve your skills to provide the best possible experience to our customers.
- Follow-up with customers, build and grow a sales funnel and book of business in accordance with T-Mobile’s policies and procedures for keeping customer data safe and secure.
- This position requires Manager, Store-in-Store to be on-site, engaging with customers in sales and service transactions.
Account Partnership:
- Build strong relationships with Store-in-Store partner leadership for a mutual partnership to success.
- Create lasting partnership with Store-in-Store partner sales teams in nearby departments to drive successful customer outcomes and referrals.
Education:
- Bachelor's Degree (Preferred)
- High School Diploma/GED (Required)