T-Mobile Retail Store Manager (Wireless Experience Preferred) - Pacific Commons

MobileOne•Fremont, CA

17h•Onsite

About The Position

The Retail Sales Manager (RSM) is responsible for the overall operations, responsibilities and sales of the store. This role involves driving store sales, mentoring sales staff, ensuring compliance with company policies and regulations, and maintaining excellent customer service and store operations.

Requirements

Must be 18 years of age or older
Legally permitted to work in the United States
Must pass your initial and ongoing background check(s)
Knowledge of T-Mobile products, services, policies, systems, etc.
Basic Microsoft Office suite and G-suite abilities
Ability to operate MyMerch, TIMO Console/TIMO, Viva Tracker, ADP, Slack, HUB, Power BI, C2, Citrix, Remos, etc.
Effective communication in both written and verbal formats
Ability to train others on the sales process and be able to adapt, pivot and adjust to the needs of the Mobile Expert’s learning style
Be able to deliver both positive and constructive feedback in a productive manner
Maintain working knowledge of all store sales/operations in order to best manage and address all Mobile Experts’ questions
Be able to explain Mobile Expert pay thoroughly and accurately

Nice To Haves

Wireless Experience Preferred

Responsibilities

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 MobileOne’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 Connectteam
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 MobileOne/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 will trigger a PIP for the Mobile Expert and commence labor planning to accommodate for the potential need to fill that role
Perform regular 1:1 check-ins with each Mobile Expert with the intent to further develop sales performance
Host monthly location meeting to review store objectives and past performance
Communicate and collaborate with the Training team to determine Mobile Associate’s (new hire) week 2-3 training schedule. Direct Mobile Associate completion of the “new hire checklist” (M1 checklist) and Mobile Expert Certification (T-Mobile) inside of 30 days or less; Maintain responsibility for Mobile Associate achieving “milestone requirements” to achieve the Mobile Expert criteria inside of 60 days or less
Manage ASM hiring and onboarding process; communicate with supervisor to initiate ASM interview process, ensure ASM candidates meet supervisor created criteria for ASM role, interview all qualified candidates in partnership with supervisor and Human Resources Department, ensure supervisor assigns new ASM the RAM tile in Citrix, ensure new ASM completes Cornerstone required training inside of 60 days or less and ensure ASM continually meets company-created criteria to remain in the ASM title