T-Mobile - Retail Sales Manager - Hurricane Creek

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

● Do not exceed monthly credit limits, do not offer recurring credits, and do not access friends/family/personal accounts

● 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

● 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 through Connectteam

● 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

● Call every customer within 24 hours to ensure satisfaction, troubleshoot, and remind customer of the potential survey

● 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 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

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

● Maintain staff

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 be available on your day off for emergencies

NRM101