T-Mobile Retail Store Manager - South Kino

Overview

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

• Drive store sales; mentoring, influencing, motivating and holding Mobile Experts accountable to meet or exceed daily and monthly targets/goals
• Meet or exceed all monthly Performance Quotas and Expectations
• Enforce all company policies, procedures, and best practices
• Maintain compliance with all CPNI, PII, and Social Media regulations, rules and policies; ensure all Mobile Experts are compliant and enforce accountability
• Always keep constant enthusiastic communication (Slack, mobile, in-person, email, Connecteam and any other company-wide tool)
• Maintain an excellent relationship with T-Mobile and uphold Mobile One’s excellent reputation with the utmost standard of care

• Interact with every customer and contribute to every sale while on the sales floor
• Ensure best-in-class customer service experience by training, developing, monitoring and holding Mobile Experts accountable using trackable scores found with NPS and SME
• Troubleshoot customer escalations to resolution as quickly as possible; involve appropriate management channels when necessary; train Mobile Experts to de-escalate as often as possible and remain in constant contact with their supervisors when applicable; keep customer informed until the escalation is resolved
• Login to T-Mobile (Citrix) system to read in-full all HUB feed and notifications before interacting with customers
• Maintain a great relationship with the landlord and neighboring tenants

• 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
• Relay the #announcement Slack channel information to every Mobile Expert every day
• Maintain and protect required Inventory and cash management procedures (daily, bi-weekly, and bi-monthly), including but not limited to, Inventory and cash loss prevention standards
• Do not exceed monthly credit limits, do not offer recurring credits, and do not access friends/family/personal accounts
• When requested, respond to NPS surveys and YEXT Reviews within required timelines
• Learn, implement, and leverage all technology made available
• Review and utilize all reporting made available to you (Power BI, Tableau, Viva, Cornerstone, Slack, TIMO Console, TIMO, etc., as released)
• Receive, process, and track demo, sellable and non-sellable inventory
• Review and execute MyMerch when required and ensure minimum requirements are met at all times
• Ensure that the Daily Ops checklist is completed accurately and timely
• Complete self-T-Mobile Ops Ready! Audit as required
• Comply with all regular and updated Loss Prevention and Cybersecurity rules and regulations
• Maintain a clean store by ensuring the Daily Janitorial checklist is completed daily through Connect team
• Ensure all store equipment, facilities and technology are working properly; self-troubleshoot and then escalate to the appropriate internal team member as needed; if further escalation is required then partner with the appropriate team member to ensure outside service providers resolve problems; as a last resort connect with your supervisor to resolve
• Ensure the Daily Paperwork Folder is completed

• Ensure time/management violations are eliminated such as meal break violations, variant punches, auto punch errors, etc.
• When employee issues arise, troubleshoot accordingly; if issues escalate, involve your supervisor and the Human Resources Department

• Ensure you are on the sales floor for at least 80-85% of your shift
• Ensure your team timely executes new trainings according to completion requirements and compliance as directed by the Training team
• Be on time to all scheduled meetings/trainings regardless of the platform (in person, mobile, Zoom, Slack)
• Attend, deliver and execute on all Mobile One/T-Mobile trainings and ensure all direct reports (Mobile Experts & ASMs) are compliant
• Enforce all required customer call-backs be made by Mobile Experts and be willing to step-in to complete
• Call every customer within 24 hours to ensure satisfaction, troubleshoot, and remind customer of the potential survey
• Perform and monitor all required outbound sales calls
• Track the daily M1 Ready/M1 Recap (Google Drive), print both documents and place inside the Daily Paperwork Folder. Review these documents with each Mobile Expert on a daily basis
• When you have an open Requisition for your store, contact all new applicants within 72 hours of applying for the position
• Track and project with all known factors, such as but not limited to seasonality, trends, etc., to best anticipate labor needs; prepare, report, recruit, interview and hire accordingly
• Notify your supervisor and the Human Resources Department if a Mobile Expert has two consecutive months of sales below minimum GP requirements and Performance Quotas & Expectations; this…