T-Mobile Retail Store Manager - Muir Station

The Retail Sales Manager (RSM) is responsible for the overall operations, responsibilities and sales of the store.

RESPONSIBILITIES:

Top Priorities :

1. Drive store sales; mentoring, influencing, motivating and holding Mobile Experts accountable to meet or exceed daily and monthly targets/goals.
2. Meet or exceed all monthly Performance Quotas and Expectations.
3. Enforce all company policies, procedures, and best practices.
4. Maintain compliance with all CPNI, PII, and Social Media regulations, rules and policies; ensure all Mobile Experts are compliant and enforce accountability.
5. Maintain an excellent relationship with T-Mobile and uphold MobileOne’s excellent reputation with the utmost standard of care.

Customer Service :

1. Interact with every customer and contribute to every sale while on the sales floor.
2. Ensure best-in-class customer service experience by training, developing, monitoring and holding Mobile Experts accountable using trackable scores found with NPS and SME.
3. Troubleshoot customer escalations to resolution as quickly as possible; involve appropriate management channels when necessary.
4. Login to T-Mobile (Citrix) system to read in-full all HUB feed and notifications before interacting with customers.
5. Maintain a great relationship with the landlord and neighboring tenants.

Operations :

1. 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.
2. Maintain and protect required Inventory and cash management procedures.
3. Respond to NPS surveys and YEXT Reviews within required timelines.
4. Learn, implement, and leverage all technology made available.
5. Ensure that the Daily Ops checklist is completed accurately and timely.

Employee Relations :

1. Ensure time management violations are eliminated.
2. When employee issues arise, troubleshoot accordingly; involve your supervisor and the Human Resources Department if issues escalate.

Develop Team/Accountability :

1. Ensure you are on the sales floor for at least 80-85% of your shift.
2. Ensure your team timely executes new trainings according to completion requirements.
3. Track the daily M1 Ready/M1 Recap and review these documents with each Mobile Expert on a daily basis.

New Hire/Onboarding :

1. Communicate and collaborate with the Training team to determine Mobile Associate’s training schedule.
2. Manage ASM hiring and onboarding process.

KNOWLEDGE AND SKILL :

1. Knowledge of T-Mobile products, services, policies, systems, etc.
2. Basic Microsoft Office suite and G-suite abilities.
3. Effective communication in both written and verbal formats.

EDUCATION/EXPERIENCE REQUIRED :

1. Must be 18 years of age or older.
2. Legally permitted to work in the United States.

PHYSICAL DEMANDS:

1. Ability to report into the store during all regular business hours.
2. Ability to stand and move around the store all day.
3. Ability to work overtime and/or beyond 10 hours in a day when requested.