Retail Shop Manager

Job Description

o lead, motivate, coach and develop a store team to deliver an exceptional customer experience and exceed store performance targets. To approach every interaction with customers as an opportunity to increase revenue and customer experience, using solution-based selling and offering products and services that meet the customers’ needs.

Responsible for total shop sales target within the shop. Main spoc for new and improved ways of working ensuring the digital agenda is in place.

Lead for Vodafone Ghana in terms of best practice sharing across all Opco’s and implementing practises that would support.

Key Responsibilities

Management of the Store and staff

Motivating the team
Coaching developing and supporting the team
Training on new services and refresher training of relevant and required topics
Accountable for ensuring the store acts within the guidelines of the FCA
Conduct performance reviews
Personally, accountable for the performance of the store
Go-to for escalations and also escalate any unusual /extreme customer situations immediately to line manager to avoid bad customer experiences that might tarnish the image of the company
Keep up to date and share market leading insights
Bring the customer experience into the fore front of every decision
Always act with good conduct, ensuring our customers are given correct and relevant information ensuring their needs are met and allowing them to make an informed decision
Job specific deliverables in line with key accountabilities and decision ownership
Decide how to meet each customer’s needs
Raise any issues relating to or impacting our customer’s experience
Fixing and take ownership of actions through to resolve
Compliance of the store and key metrics
Always act with good conduct, ensuring our customers are given correct and relevant information ensuring their needs are met and allowing them to make an informed decision
Maintain discipline and order

Core Competencies, Knowledge And Experience

Recruitment, performance management and coaching of the existing and new members of the team to deliver excellent customer service and meet targets
Maintain store performance and operations
Monitor analyse and report on KPI performance e.g., TNPS, FTT, Knowledge check. Mystery Shopping, etc
Role model a consistently brilliant customer experience and sales performance
Feedback to management on how to improve customer experience
Ensure effective collaboration across channels, and with other stores
Ensure the team are kept to up-to-date with key propositions
Understand Vodafone and competitors’ products and services
Conform to company policy and guidelines for running the store

Technical and Professional Qualification

Bachelors degree in Business, Engineering or Marketing or Sales with 5 years of significant experience in Sales and Retail Management
At least 8 to 10 years solid experience operating in a result focused commercial organization, with at least 5 years solid experience in a leadership role for a large division or organization