Retail Store Manager 1 at AT&T
Posted in Retail 30+ days ago.
Location: Saint George, UtahJob Description:
Join our AT&T family where innovation, collaboration, customer service and exciting entertainment products all come together! You’ll be leading a team of best-in-class salespeople who thrive in a collaborative culture to exceed sales targets, continuously earn JD Power’s top customer service ratings, develop our team, and work together to deliver exciting TV and mobility products to customers. Store Manager is responsible for store profitability, sales, customer experience and leading/supervising/coaching all sales associates. Qualified candidates will inspire and engage employees through motivation and leading by example. AT&T encourages community involvement- we look to our leaders to understand the communities and customers that they serve. We offer a rapid pace in an ever changing industry. Strategic thinkers that champion change will thrive in this sales-centric environment. ROLES & RESPONSIBILITIESCustomer Experience and SalesFully accountable for store implementation of The AT&T Retail PromiseFully accountable for execution of sales, service and customer experience initiatives in storeSupervise 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 ExperienceEnsure every seller follows the AT&T Retail Experience and executes on all 5 Key Behaviors at all times:Consistently demonstrate excellent leadership and coaching skillsCreate a work environment where motivated people can excelOversee Store floor experience – Act as Floor GeneralOwn Customer Coordination,Welcome and Wait Time processSupport Team and assist with customer transactionsCoach 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 performancePerform role plays with personnel on a regular basis to demonstrate “what right looks like”Facilitate weekly personnel training/educational sessionsMonitor the Customer FeedbackTool on a daily basisResolve or escalate appropriately any billing or service issuesEmployee Management and DevelopmentInterview, hire and make necessary discipline decisions, including terminations, for store personnel Inspire and engage employees by motivating team to succeed Lead by exampleDevelop employees for growth and promotion by delegating appropriate responsibilities and inspecting completionImprove employee engagement throughout territory through appropriate behaviors and actionsDevelop and execute individual development plans for store personnelObserve and coach employees to provide feedback around sales technique effectiveness and providing excellent customer service Conduct On The Spot (OTS) CoachingExecute A & D process for direct reportsEnsure personnel adhere to the Code of Business Conduct and conduct investigations with HR as neededResolve quickly any Rep or Store level fraud issues communicated by ARSM, may involve working with Asset Protection and/or HQ Credit and CollectionsFully understand and assist in educating personnel on the compensation plan and ensure employees know how to maximizeEnsure Fair Labor Standards Act (FLSA) complianceApprove and communicate temporary assignments and overtime for floating personnelProduct LaunchesPartner with Area Retail Sales Manager and other appropriate parties to successfully launch new products, services or processesActively inspect post-launch and drive improved results with best practicesInspect that employees are properly trained on new products and promotions to sell with confidenceDocument and report concerns with sellers’ knowledge and/or behavior and provide additional coaching and/or discipline as appropriateCoordinate with security, facilities and mall management to ensure smooth product launch day executionStore OperationsStaffing/SchedulingAct as Floor General – responsible for all activity in store at all timesOn the sales floor the majority of the time to coach and develop personnelPartner with Area Retail Sales Manager to review headcount forecast plan and staffingEmploy Scheduling Tool to properly staff hot zones and meet business needs, training and special events such as product launchesEnsure employee preferences/constraints are loaded into the Scheduling Tool on a monthly basisMerchandisingAccountable for adhering to the iPOG and the merchandising standardsInstill a sense of pride and ownership in store appearance – where all employees understand their store is the face of AT&T to every customerComplianceDrive operational compliance of back office processes, procedures and policiesEnsure timely completion of required training to empower personnel to succeedImplement, execute and inspect existing and new retail programs, tools and trainingExecute monthly cost reviews of overtime, discounts, returns and creditsResponsible 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. OtherReport fraudulent activity to Asset ProtectionOn call for store emergenciesDemonstrate AT&T Extraordinary Leader Model CharacteristicsContinuously display high integrityDevelop strategic perspective and champion changeInspire others to high performance through collaboration and teamworkUtilize professional expertise to solve problems and analyze issuesCapture initiative and strive for results
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 faxDesired 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 preferredProvisions 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.