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
- Always keep constant enthusiastic communication (Slack, mobile, in-person, email, Connecteam and any other company-wide tool)
- 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 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; train Mobile Experts to de-escalate 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 in-full 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, bi-weekly, and bi-monthly), 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 non-sellable 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 self-T-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; self-troubleshoot 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 80-85% 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 call-backs be made by Mobile Experts and be willing to step-in 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
- When you have an open Requisition for your store, contact all new applicants within 72 hours of applying for the position
- 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 the potential need to fill that role
- Perform regular 1:1 check-ins with each Mobile Expert with the intent to further develop sales performance
- Host monthly location meeting to review store objectives and past performance
- Ensure all safety and store protocols are being followed
New Hire/Onboarding:
- Communicate and collaborate with the Training team to determine Mobile Associate’s (new hire) week 2-3 training schedule. Direct Mobile Associate completion of the “new hire checklist” (M1 checklist) and Mobile Expert Certification (T-Mobile) inside of 30 days or less; Maintain responsibility for Mobile Associate achieving “milestone requirements” to achieve the Mobile Expert criteria inside of 60 days or less
- Manage ASM hiring and onboarding process; communicate with supervisor to initiate ASM interview process, ensure ASM candidates meet supervisor created criteria for ASM role, interview all qualified candidates in partnership with supervisor and Human Resources Department, ensure supervisor assigns new ASM the RAM tile in Citrix, ensure new ASM completes Cornerstone required training inside of 60 days or less and ensure ASM continually meets company-created criteria to remain in the ASM title
KNOWLEDGE AND SKILL:
- Knowledge of T-Mobile products, services, policies, systems, etc.
- Basic Microsoft Office suite and G-suite abilities
- Ability to operate MyMerch, TIMO Console/TIMO, Viva Tracker, ADP, Slack, HUB, Power BI, C2, Citrix, Remos, etc.
- Effective communication in both written and verbal formats
- Ability to train others on the sales process and be able to adapt, pivot and adjust to the needs of the Mobile Expert’s learning style
- Be able to deliver both positive and constructive feedback in a productive manner
- Maintain working knowledge of all store sales/operations in order to best manage and address all Mobile Experts’ questions
- Be able to explain Mobile Expert pay thoroughly and accurately
EDUCATION/EXPERIENCE REQUIRED:
- Must 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 respond to emergencies outside of store hours
- Ability to stand and move around the store all day
- Ability to travel when requested
- Ability to work overtime and/or beyond 10 hours in a day when requested
- Ability and availability to work nights, weekends, and holidays
- Ability to bend, squat and stretch for purposes of inventory and stocking
- Ability to answer a phone
- Ability to communicate with customers and employees
- Ability to operate all inventory sold in our stores
- Ability to make all required outbound phone calls
- Ability to be available on your day off for emergencies
NRM101
