General Position Objectives: The Retail Store Manager (RSM) is responsible for the overall sales and operational standards of the location that they are assigned to. Successful RSM’s will lead their personnel and drive success across all levels of performance. This position is responsible for the overall sales achievement, customer service, operational standards, inventory and personal management of the location. The RSM position is responsible for ensuring that direct reports consistently achieve their sales quotas and meet or exceed goals. The RSM must demonstrate strong leadership skills and develop, implement and manage programs and processes. As the primary job duties of the RSM are to oversee the store location, lead a team to achieve sales goals, manage operational activities, and create a welcoming customer experience, when necessary, the RSM is expected to sell phones and services, greet and handle customer issues, resolve customer grievances and conflicts.

Sales

• Fully accountable for execution of sales, service and customer experience initiatives in store.
• Meet and exceed assigned goals for: customer experience and reputation, sales and service, revenue and productivity.
• Ensure every employee follows and executes on all Going the Extra Smile at all times.
• Consistently demonstrate excellent leadership and coaching skills.
• Manage Customer Experience on a consistent basis.
• Support team and assist with customer transactions.
• Resolve or escalate appropriately any billing or service issues.

• On the sales floor the majority of the time to coach and develop personnel.

Operations

• Coach 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 performance.
• Perform role plays with personnel on a regular basis.
• Facilitate personnel training/educational sessions.
• Partner with District Manager and other appropriate parties to successfully launch new products, services or processes.
• Responsible for all activity in store at all times.
• Complete all operational weekly paperwork within company guidelines.
• Resolve quickly any Rep or Store level fraud issues by working with DM and/or HR.

Personnel Management

• Partner with District Manager to review headcount forecast plan and staffing.
• Schedule to properly meet business needs, training and special events such as product launches.
• Observe and coach employees to provide feedback around sales technique effectiveness and providing excellent customer service.

• Ensure personnel adhere to the Handbook policy/procedures.
• Interview, and make recommendations to DM regarding job offers, discipline decisions, including terminations, for direct reports.
• Lead by example, inspire and engage employees by motivating team to succeed.
• Develop employees for growth and promotion by delegating appropriate responsibilities and inspecting completion.
• Assist DM with the development and execution of individual development plans for direct reports.
• Execute ongoing performance management and coaching for direct reports.
• Fully understand and assist in educating personnel on the compensation plan and ensure employees know how to maximize compensation.
• Inspect that employees are properly trained on new products and promotions.

Merchandising

• Accountable for adhering to the Cricket merchandising standards.
• Instill a sense of pride and ownership in store appearance – where all employees understand their store is the face of Cricket to every customer.
• Coordinate with DM company promotions and marketing.

• Coordinate with both DM and local organizations/city chamber of commerce to ensure that the retail location participates in events/activities within the community.

Compliance

• Review and drive operational compliance of back office processes, procedures, reports, documentation and policies.
• Timely response to all communications, requests for supporting information, or corrections to system errors.
• Ensure timely completion of required training.
• Implement, execute and inspect existing and new retail programs, tools and training.

Qualifications

Skills and Competencies

• 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
• Effective communication, presentation and interpersonal skills
• Strong organizational skills with attention to detail
• Ability to work at multiple locations within district preferred

Education and Experience

• High School degree or equivalent
• At least 2 years of management experience

Working conditions

• Physical Effort: Position requires moderate physical activity; requires handling of average-weight objects up to 30 pounds or standing for long periods of time (more than 9 hours per day).
• Physical Risk: Some exposure to physical risks that require following basic safety precautions; must be able to work on ladder, push and pull 30lbs, lift up to 15 lbs. overhead; must be able to carry 50lbs or greater for at least 100 feet; and stoop and bend.