The Spectrum Store Manager is responsible for building a highly
successful sales, retention and customer care culture inside their
store. Actively and consistently supports efforts of their team to
engage customers in a retail environment and drives the sale of
Charter product and services. Consistently demonstrates excellent
leadership and coaching skills to create a motivated work
environment where employees can excel.
MAJOR DUTIES AND RESPONSIBILITIES
In partnership with their manager, leads a team of focused sales
professionals, motivating and engaging them to meet and exceed
their sales goals and customer care metrics, while delivering a
clean, organized and fully operational retail experience for all
customers and employees.
Ensures sales teams are retaining customers through positive
customer relationship building, diffusing customer escalations,
utilizing strong listening skills and probing techniques to
overcome objections and save/upgrade customers.
Ensures their Store meets Spectrum brand expectations and that a
thriving culture of customer care exists at all locations within
their span of control.
Utilizes strong assessment skills to continually inspect everything
from the sales behaviors to the product knowledge of their teams
and partners with management on change efforts as needed.
Proactively identifies issues, builds action plans and seeks
opportunities to grow their business and increase customer
Works with their manager to provide subject matter expertise on all
store functions, as well as the Spectrum Store Customer Experience
(SSCE), Spectrum products, pricing plans, promotions, service
features and visual standards, as well as those of competitors.
Consistently meets or exceeds operational standards, including
store appearance, inventory and appropriate levels of staffing,
while minimizing or eliminating losses to the company in their
Partners with their manager to build employee engagement and high
performing teams by recruiting, training and retaining the best
talent within their span of control.
Provides daily coaching and directions to their team via multiple
forums; one-on-ones, team huddles and department meetings.
Creates an environment of continuous learning, role playing and
development where employees are able to enhance their skills and
maximize their potential and success through coaching, training,
and objective performance management, including the progressive
Maintains strong working relationships with management, the
operations team and peers, working as a team to build a culture of
Implements and enforces the cash management policy and completes
timely audits of their Spectrum store.
In alignment with their manager, provides guidance, monitors and
manages the enforcement of all company policies and procedures.
Provides management with frequent updates about key events in their
Assists with Area Manager functions and performs other duties as
requested by management.
Ability to read, write and speak the
English language to communicate with employees and customers in
person, on the phone, and by written communication in a clear,
straight-forward and professional mannerBuild good partnerships
within all areas of the organization by exhibiting excellent
interpersonal leadership, influencing and presentation
skillsSignificant time working inside a destination-style shopping
environmentProven ability to lead others and motivate them to
succeed in a goal and incentive based work environmentDisplays
passion for delivering a great customer experience during multiple
roles in their careerDetail oriented and a good problem solverHigh
comfort level with personal technology, such as mobile devices and
personal video platformsKnowledge and ability to use computer and
software applicationsAbility to prioritize, organize, manage
multiple tasks/projects and handle change effectivelyEducation
Bachelors Degree or equivalent work experience
Skills/Abilities and Knowledge
Ability to make qualitative judgments
Some experience in implementing sales training and employee
Some knowledge of identifying trends, risks and communicating those
RELATED WORK EXPERIENCE
1+ year: Management experience
1-3 yrs.: Telecommunications/wireless experience
3-5 yrs.: Sales/Customer Service experience
Exposure to moderate noise level
Work hours and travel to other locations as business needs
Handle a physically demanding job, lifting up to 35 lbs.
Ability to stand for prolonged periods of time
Professional attire and appearance
Valid drivers license and ability to meet Charters motor vehicle
requirements SRL411 307700 307700BR Required