Team Leader, Retail

Job Description

Looking to lead a motivated retail team? As FLOW Dominica’s Retail Team Leader, you’ll supervise daily store activities, mentor front-line employees, and ensure service excellence. Your focus on performance, cost control, and productivity will directly shape the customer experience and sales outcomes.

Responsibility

The Retail Team Leaderin Dominica, oversees the management and assumes overall responsibility for the success of the Retail Store delivering on targets by directing all operational aspects of the store and driving sales whilst minimizing costs thus creating an outstanding experience for for customers and for the team. The Supervisor is responsible for fulfilling the role of mentor and coach to the in-store employees while building a high performing team. Daily activities will focus on store productivity and optimization. The Retail Store Supervisor will be required to create systems and processes that enable the quality and accuracy of the store to become seamless.

• Develops and executes sales plans to achieve the store’s sales and revenue targets
• Maintains excellent customer service in all customer interactions, achieving the various KPI’s and improving customer satisfaction
• Ensures that the Retail Store is aligned with company’s standards, ensuring that the Retail environment encourages positive customer experience and promotes sales with key objective of meeting sales targets
• CWC Brand Ambassador
• Delights customers every time
• Exceeds KPI targets, both revenue and customer service
• Store housekeeping and compliance

What You'll Do

• Manages the store operations, personnel, equipment and inventory to ensure the achievement of all sales and service targets
• Evaluates team members, conducts performance reviews and provides feedback continuously to improve performance
• Develops, monitors and reports on store KPI’s and quotas, identifying successes and shortcomings along with recommending/leading initiatives to achieve sales and revenue targets
• Executes all marketing campaigns ensuring that the sales targets are achieved
• Works with the marketing team to develop and implement strategies for increasing footfall in all retail stores
• Develops and executes initiatives to maintain churn within targeted levels
• Review, execute and monitor areas of target for both new sales and opportunities for cross-selling and up-selling to achieve required retail targets
• Compile and submit weekly and monthly reports on retail sales performance and in store activity
• Provide on-going in-store training on products, services and approach ensuring a highly skilled sales and service team
• Develops and implements a consistent programme or coaching and mentoring for all Retail Sales associates
• Works with the Commercial Operations team providing the necessary inputs to assist with forecasting and demand planning for mobile handsets
• Manages the reverse logistics and or the service desks to ensure effective and efficient after care service for all mobile handsets.
• Ensures that the cash and Inventory management controls are implemented as per the company’s standards and procedures and maintained on an ongoing basis
• Ensures that the setup and layout of all retail stores is aligned with company and industry standards including the signage and furniture
• Liaises with the necessary internal and external stakeholders to manage customer experience, resolving customer queries/issues in a timely manner
• Actively engages on the shop floor interacting with customers who are seeking help to buy or requiring help with other services
• Demonstrates how devices work to encourage customers to purchase as well as assesses customers’ faulty devices to determine repair process
• Assists customers who are experiencing faults with their products and services
• Assist customers with bill queries, account set up and other service activations
• Educates and assists customers who are transitioning from one device brand or operating system to another
• Makes recommendations that will address the customer’s concern and mitigate future service interruptions
• Explains to and educates customers on policies e.g. return policies, Service Level Agreements, Terms & Conditions
• Manages the department’s monthly operating budget as required
• Participates in all outdoor sales or service activities to achieve set targets
• Ensures sales inventory is stored safely
• Process all sales transactions efficiently to ensure inventory balances are accurate
• Reports end of shift inventory balances using prescribed tools and processes
• Report end of shift cash balances using prescribed tools and processes
• Make and implement recommendations to improve processes that will improve the overall customer experience
• Make recommendations and implement initiatives to help build a unified team
• Any duties related to the foregoing

Experience and Qualifications

• A Bachelor’s degree in Marketing, Business or a related field
• At least five (5) years working experience in customer service/sales environment, telecommunications is a plus
• Minimum of 1 year supervisory experience
• Experience in managing, coaching and overseeing a team

Benefits and Others

Submit via dom-hr@cwc.com or at the Flow Roseau Office