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The Store-in-Store Manager 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. The Store-in-Store Manager 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 exceptional customer experiences while meeting performance goals and objectives.
Job Responsibility:
Leadership: Responsible for infusing every Mobile Expert with a passion for its customers
Complete observations of Mobile Experts’ interactions with customers
Effectively manage customer flow/wait time
Keep current on products, services and promotions
Create competitive best practices amongst the Mobile Expert team
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
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
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
Complete training on the T-Mobile Store-in-Store experience, new skills, products and processes, and knowledge of systems and reference resources
Follow-up with customers, build and grow a sales funnel and book of business in accordance with T-Mobile’s policies and procedures
This position requires Store-in-Store Manager 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
Requirements:
High School Diploma/GED (Required)
Bachelor's Degree (Preferred)
2-4 years Management experience in retail sales (Required)
2-4 years Sales & sales management experience (Required)