A Retail Shop Manager is needed at the Customer Experience department – AT. S/He will report to the Retail Manager and will manage AT shops to ensure superior customer service as well as driving revenue growth.
Key Accountabilities:
Working closely with Retail Manager to ensure uniformity of AT Retail CEX guidelines.
People
- Responsible for performance management of owned shop employees.
- Provide coaching, recommend and supervise training for team members.
- Enforce and track process adherence of all customer experience employees in the shop.
- Participate in all trainings and personal development exercises.
- Provide team briefing and coaching programs to enhance service delivery.
Process
- Manage customer experience deliverables, standards, processes, service levels and compliance in the store.
- Supervise health of acquisitions and ensure compliance on activations.
- Manage and ensure availability of products/devices in the shop.
- Responsible for driving enhanced customer experience in the shop.
Responsible for team engagement.
Customers - Ensure that L2 and L3 tickets are handled according to defined SLAs.
- Drive customer engagement initiatives in the store.
- Ensure good ratings on T-NPS and CES
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Qualification & Experience:
- A Bachelor’s degree from a recognized institution
- 2-4 years of experience in retail operations and management.
Key Competencies:
- Excellent knowledge in retail operations management
- Excellent analytical and problem-solving skills
- People management skills
- Excellent planning skills
- Excellent interpersonal skills
How To Forward Applications For The Vacancy: Retail Shop Manager
Deadline: 25th August, 2023