Store Manager

About the Role

The Store Manager will oversee all daily activities at a telecom franchise store, focusing on boosting sales performance, managing the sales team effectively, ensuring superior customer service, and adhering to company policies and telecom regulations. This role is key to meeting business targets, streamlining store operations, and improving the customer experience.

Key Responsibilities

• Actively promote and sell Etisalat plans specifically designed for businesses, institutions, government bodies, and Emirati customers.
• Offer thorough details about plan features, advantages, and pricing to potential clients.
• Identify opportunities to increase revenue via upselling and cross-selling related products and services.
• Deliver outstanding customer service, including prompt and professional handling of customer issues and concerns.
• Achieve quality Key Performance Indicators related to customer service, including response and resolution times as well as satisfaction ratings.
• Work closely with audit teams during internal and external reviews, ensuring full compliance with industry requirements.
• Manage Telecommunications Regulatory Authority (TRA) audits while maintaining strict regulatory adherence.
• Participate in internal mystery shopping programs to evaluate the quality of customer engagement.
• Oversee daily store operations efficiently.
• Manage workflow for customer service representatives and direct managers, including schedule creation and task delegation.
• Monitor and assess staff performance continuously.
• Ensure the store meets all Key Performance Indicator targets as outlined.
• Provide effective training to employees to guarantee seamless daily operations.
• Ensure achievement of business goals, deadlines, and performance benchmarks.
• Handle compliance management with accurate daily and monthly reporting.
• Ensure employees adhere to safe work practices and company standards.
• Set targets for the team, evaluate performance, identify improvement areas, and provide on-the-job training.

Experience & Education

Requires a minimum of three years' experience in telecom or sales. Candidates should possess a Bachelor's degree.

Skills and Competencies

• Proven leadership and team management capabilities.
• Experience in the retail sector and telecom sales operations.
• Track record of achieving sales targets and business goals.
• Exceptional customer service skills and ability to manage client relationships.
• Strong communication and interpersonal abilities.
• Staff supervision, coaching, and performance evaluation proficiency.
• Expertise in inventory, stock control, and overall store management.
• Capability to solve problems and make important decisions.
• Good understanding of telecom products, services, and promotional offers.
• Experience with sales reporting and basic data analysis.
• Proficiency in CRM software and MS Office applications.
• Skill in managing customer escalations and complaints effectively.
• Excellent organizational and time management skills.
• Goal-oriented and focused on customer satisfaction.
• Ability to perform well under pressure and handle multiple priorities.