Store in Store Manager
About the role
Job Overview: 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.
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.
- Coach Mobile Experts to match the pace of the customer, connect on a personal level, build rapport, trust, and loyalty with every interaction, and to be 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,