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Retail Store Manager II

Retail Store Manager745 Broadway, NYMeet and exceed customer experience and sales objectives for store.  Supervise the overall daily operation of a store including hiring, development, discipline, and scheduling of employees to ensure an extraordinary customer experience, cost efficiency, and quality store operations. Maintain inventories at adequate levels, promote sales, and maintain the appearance of the store. Complete accounting and paperwork associated with cash receipts and prices and conducts physical inventories. Job level is determined by meeting store opportunity, customer satisfaction, audit scores, and other criteria.ROLES & RESPONSIBILITIESCustomer Experience and SalesFully accountable for store implementation of The AT&T Retail PromiseFully accountable for execution of sales, service and customer experience initiatives in storeSupervise store personnel to: Meet and exceed assigned goals for:  customer experience and reputation, sales and service, revenue and productivity Demonstrate the right customer behaviors defined by Delivering an Extraordinary ExperienceEnsure every seller follows the AT&T Retail Experience and executes on all 5 Key Behaviors at all times  Consistently demonstrate excellent leadership and coaching skillsCreate a work environment where motivated people can excelOversee Store floor experience – Act as Floor GeneralOwn Customer Coordination,Welcome and Wait Time processSupport Team and assist with customer transactionsCoach and counsel personnel on “opportunities” with key sales and reputation metrics, recognize positive performance against key sales and reputation metrics and hold people accountable for poor performancePerform role plays with personnel on a regular basis to demonstrate “what right looks like”Facilitate weekly personnel training/educational sessionsMonitor the Customer FeedbackTool on a daily basisResolve or escalate appropriately any billing or service issuesEmployee Management and DevelopmentInterview, hire and make necessary discipline decisions, including terminations, for store personnel Inspire and engage employees by motivating team to succeedLead by exampleDevelop employees for growth and promotion by delegating appropriate responsibilities and inspecting completionImprove employee engagement throughout territory through appropriate behaviors and actionsDevelop and execute individual development plans for store personnelObserve and coach employees to provide feedback around sales technique effectiveness and providing excellent customer service   Conduct On The Spot (OTS) CoachingExecute A & D process for direct reportsEnsure personnel adhere to the Code of Business Conduct and conduct investigations with HR as neededResolve quickly any Rep or Store level fraud issues communicated by ARSM, may involve working with Asset Protection and/or HQ Credit and CollectionsFully understand and assist in educating personnel on the compensation plan and ensure employees know how to maximizeEnsure Fair Labor Standards Act (FLSA) complianceApprove and communicate temporary assignments and overtime for floating personnelProduct LaunchesPartner with Area Retail Sales Manager and other appropriate parties to successfully launch new products, services or processesActively inspect post-launch and drive improved results with best practicesInspect that employees are properly trained on new products and promotions to sell with confidenceDocument and report concerns with sellers’ knowledge and/or behavior and provide additional coaching and/or discipline as appropriateCoordinate with security, facilities and mall management to ensure smooth product launch day executionStore OperationsStaffing/SchedulingAct as Floor General – responsible for all activity in store at all timesOn the sales floor the majority of the time to coach and develop personnelPartner with Area Retail Sales Manager to review headcount forecast plan and staffingEmploy Scheduling Tool to properly staff hot zones and meet business needs, training and special events such as product launchesEnsure employee preferences/constraints are loaded into the Scheduling Tool on a monthly basisMerchandisingAccountable for adhering to the iPOG and the merchandising standardsInstill a sense of pride and ownership in store appearance – where all employees understand their store is the face of AT&T to every customerComplianceDrive operational compliance of back office processes, procedures and policiesEnsure timely completion of required training to empower personnel to succeedImplement, execute and inspect existing and new retail programs, tools and trainingExecute monthly cost reviews of overtime, discounts, returns and creditsResponsible for performing Access Review Tool (ART) periodic audits for direct employees to ensure they have the appropriate level of system/tool access for their roles and responsibilities. OtherReport fraudulent activity to Asset ProtectionOn call for store emergenciesDemonstrate AT&T Extraordinary Leader Model CharacteristicsContinuously display high integrityDevelop strategic perspective and champion changeInspire others to high performance through collaboration and teamworkUtilize professional expertise to solve problems and analyze issuesCapture initiative and strive for results

Required Qualifications

Two years sales/customer service experience in telecommunications or related industry

One year management experience

Excellent sales skills and demonstrated ability to meet or exceed performance standards

Ability to motivate and lead direct reports

Ability to work flexible hours, including evenings, weekends and holidays

Ability to operate a personal computer, wireless equipment, copier and fax

Desired Qualifications

Three or more years sales/customer service experience in the telecommunications or related industry

Previous management experience in the telecommunications or related industry

Effective communication, presentation and interpersonal skills

Strong organizational skills with attention to detail

Ability to work at multiple locations within district preferred

Familiarity with wireless terminology and AT&T Mobility systems preferred

Provisions listed in these Job Descriptions may be changed or modified by AT&T Mobility without prior notice at any time, at the Company's sole discretion.