Manager, Store-in-Store

Overview

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

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.

• Leadership:
  • Responsible for infusing every Mobile Expert, Store-in-Store with a passion for its customers by 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 and corporate/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.
  • Share feedback to improve sales, performance, customer experience, and T-Mobile's standard operating procedures.
  • Lead store operations, opening/closing procedures.
  • Supervise sales team, including coaching, feedback, recruiting, development, performance management, and scheduling.
  • Lead by example, staying up to date on the latest products, services, training, and leadership best practices to remain an expert resource. Interact directly with Mobile Experts to ensure they meet and/or exceed monthly success measurements and complete assigned training on time.
  • Assist in maintaining the quality of the store-in-store environment and adhere to national plan-o-gram standards. Use visual displays and interactive devices effectively. Keep 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. Educate customers about our products and services and ensure customer satisfaction by delivering best-in-class experiences.
  • Leverage digital tools during customer interactions and the onboarding process. Identify customer needs and use solution-based selling to demonstrate value and deepen relationships.
  • Complete training on the Store-in-Store experience, products, processes, and systems. Continuously learn to provide the best possible experience.
  • Follow-up with customers, build and grow a sales funnel and book of business in accordance with policies for keeping customer data safe and secure.
  • This position requires Store-in-Store Manager to be on-site, engaging with customers in sales and service transactions.
• Account…