Brand Manager

Company Summary

Echo Star is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

Our Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a passion for change and the power to drive it, we continue to push boundaries and be a disruptive force in the market.

In-Store Experience is responsible for leading and overseeing projects related to enhancing the customer experience across multiple retail locations. This role requires strong project management skills, deep understanding of retail operations, and the ability to collaborate with various internal and external stakeholders. The primary focus is on ensuring brand standards are consistently met, driving overall customer satisfaction, and building strong relationships with retail partners that have a vast network of stores.

It involves collaborating with various teams including Operations, Training, Program Managers, CXO, and external groups such as indirect retail principals, with a particular focus on navigating the complexities of managing customer experience across a wide geographical footprint. This position works closely with the existing Retail Brand and Experience team, including roles such as BOA III, Program Manager II, Senior Project Manager - In-Store Experience, and BOM 1.

• Retail
  
  Collaboration:
  • Work directly with retail partners to identify challenges impacting operational efficiency and develop tailored solutions that enhance store performance
  • Establish strong, trust-based relationships with retailers to ensure alignment on goals and operational strategies
• Business Leadership:
  • Serve as the business lead and primary point of contact for the Boost Mobile Field Sales Organization, facilitating communication and collaboration between teams
  • Represent retail needs and perspectives in strategic discussions, ensuring that the retail voice is heard and considered in decision-making
• Subject Matter Expertise:
  • Act as a subject matter expert on troubleshooting processes and procedures, offering guidance and support to retail partners and internal teams as needed
  • Stay updated on industry best practices and technological advancements to inform troubleshooting strategies
• Escalation Management:
  • Create and manage a comprehensive contact list for system escalations, ensuring timely and effective resolution of issues
  • Implement a structured approach to escalate and track issues, enhancing the response time and resolution process
• Project Management:
  • Effectively manage multiple projects simultaneously, utilizing strong organizational skills to prioritize tasks and meet project deadlines
  • Oversee project planning, execution, and monitoring, ensuring all initiatives align with strategic business objectives
• Accountability and Follow-Up:
  • Ensure timely follow-up on open issues and action items, maintaining a high level of accountability across all stakeholders
  • Utilize project management tools to track progress and communicate updates to relevant parties
• Compliance Monitoring:
  • Monitor compliance with branded retailer guidelines, conducting regular assessments to ensure adherence among retailers
  • Develop and implement corrective action plans as necessary to address compliance issues
• Market Training and Support:
  • Conduct market visits (both Quality Assurance and Mystery Shops) for hands-on training on brand standards, escalation processes, and customer experience enhancements
  • Collaborate with retail staff to provide effective training sessions that reinforce brand messaging and operational procedures
• Policy Management:
  • Help manage the standard policy exception process, ensuring consistency and compliance across all retail operations
  • Review policy exceptions and provide recommendations based on established guidelines and best practices
• Project Assistance and…