We are look for a Connect Store Manager to lead in the delivery of exquisite service quality in the assigned branch of our client.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)
Drive and ensure effective implementation of Customer Experience plans/ projects in the branch
Drive and effectively run daily debrief sessions
Ensure target achievement of all sales teams & NPS in the branch / store
Efficiently manage assigned store / branch and ensure complaints, problems and requests are resolved per agreed timelines
Prepare weekly stock monitoring sheets
Prepare weekly reports (CLF, Inventory, Sales, Performance Management)
Drive and support all companywide business initiatives in the assigned branch / store
Plan workloads and Rota for the team
Ensure prompt settlement of branch bills by our client where applicable
Coach to ensure right behaviors are lived for Closed Loop Feedback
Perform relevant duties that may be assigned by the SCOM / Regional Manager
Liaise with other stakeholders to achieve business objectives
Management of frontline staff & Third-Party agents in the branch
Manage wait time and transactional time in the branch per service level agreement
To manage relationships and nurture synergies with the supporting business units
Manage the Connect Store and ensure alignment to High Value Customer strategies or alignment to High Value Customer corridors.
Implement appropriate strategies to manage risk within the Company risk appetite parameters
Dynamic and highly competitive telecommunications & ICT industry
Highly regulated environment
Regionalization structure implication
Performance driven environment
Developing sophisticated client base
Diverse cultural environment
At least 3 years’ experience in a service environment.
Good knowledge of sales and retail Industry trends, best practice retail and service principles.