General Manager

OPPORTUNITY – YOUR CHANCE TO BE IN THE SPOTLIGHT

As General Manager, your management experience, sales and organizational skills, and motivational tactics are in the spotlight because they have a direct impact on your team’s results. This is your chance to shine! You’ll help mold your sales team into top achievers and compete with your peers to become top sales leaders while maintaining and growing our existing customer base. You’ll also be able to use your ability to think outside the box and solve problems creatively to present our innovative products and services to a varied and growing customer base.

TALENT SUITABILITY— ARE YOU THE RIGHT FIT?

Excellent decision-making and leadership abilities as well as stellar communication skills are keys to success as Store Manager. The people who thrive in this position are knowledgeable and persuasive sales professionals who can inspire their teams to new heights. They also model grace under pressure in fast-paced environments and can resolve inter-team challenges smoothly. These folks are customer-focused team players, and they demand from their team members a level of work excellence for which they themselves set the bar.

GENERAL MANAGER RESPONSIBILITIES

SALES TEAM MANAGEMENT

  • Setting daily and monthly sales and profit goals for phones and accessories
  • Assigning monthly sales goal breakdowns to all employees
  • Motivating and monitoring daily team performance
  • “Integrity Selling” to all customers, meaning that we are doing the right thing for the customers all of the time and right-fitting them into the proper phone, rate plan, and accessory options
  • Providing employees with daily feedback regarding their sales and team performance and sets performance plans to increase employee sales that are trending below goal
  • Creating positive team morale and chemistry
  • Being a problem-solver for key issues that arise each day
  • Monitors the sales floor daily to ensure “INTEGRITY SELLING” is happening
  • Strong conflict resolution skills
  • Conducts sales meetings on a regular basis to review performance, talk about sales strategies, communicate goals, and stimulate greater achievements

BUSINESS MANAGEMENT

  • Consistently acts in the best interests of the company with regard to ethics and integrity
  • Understands the Integrity Wireless Profit & Loss model
  • Perform ALL daily, weekly, and monthly administrative duties thoroughly and efficiently
  • Maintains a detailed knowledge of the company’s and T-Mobile’s products and services lineup
  • Keeps an up-to-date copy of a competition binder at the location for sales purposes
  • Provides creative ideas to management on how to improve the company or its processes
  • Is the first line of defense for the company for Fraud Prevention and Awareness

STORE MERCHANDISING AND ORGANIZATION

  • Maximizes merchandising efforts through a collaborative effort with T-Mobile
  • Creates an appealing and attractive location for customers to shop at
  • Assures that all dress code rules are followed
  • Ensures all of the latest T-Mobile promotional materials are displayed
  • Makes sure the kiosk is clean and well-organized
  • Maintains and updates the kiosk binder with all pertinent emails from corporate, schedules, promotional materials, and updated competition binder for all employees to use daily
  • Turns in weekly store supply order to corporate

INVENTORY MANAGEMENT

  • Ensures that all inventory, phones and accessories, are counted twice per day (morning and night), and that the counts are 100% accurate
  • Immediately reports any discrepancies to their DSD
  • Monitors returns and exchanges to make sure they are processed correctly and have all items in the boxes for return to T-Mobile
  • Monitors the Inventory Aging Report that comes out each Monday to eliminate inventory loss
  • Keeps new phone inventory sealed until the customer is ready to purchase the phone. This also deters theft of phones and accessories from the boxes
  • Makes sure that all kiosk locks and external padlocks are working and secured each and every night
  • Communicates weekly inventory needs with corporate based on sales performance, to get the correct amounts of inventory to the store

CASH AND CREDIT CARD MANAGEMENT

  • Monitors daily cash and credit card transactions through the Teletracker system to ensure that the correct amounts of money are being collected with each transaction
  • Immediately notifies their DSD of any cash or credit discrepancies
  • Turns in a weekly cash reconciliation to corporate each Monday by 3pm
  • Deposits the cash each Monday by 3pm
  • Has a working knowledge of the credit card system (fees, policies, etc)
  • Reports any fraudulent credit card usage to corporate immediately

PAPERWORK MANAGEMENT

  • Checks contracts daily for 100% accuracy
  • Makes sure each contract has accurate customer information, identification, and that the transaction is secured with a valid credit card from either the customer or a personal guarantor
  • Randomly selects contracts to research to prevent fraud and theft
  • Fixes any “incomplete” paperwork before it reaches the corporate office

PUBLIC RELATIONS

  • Promotes a positive business environment that makes customers comfortable to be in
  • Is responsible for maintaining a 91%+ average for VOC scores with T-Mobile
  • Organizes and runs the Customer Text-Back Program for customer retention
  • Constructively and effectively handles customer complaints to keep the Integrity Wireless name in good-standing with the public
  • Has excellent relationships with mall management, security, customer service liaisons, and other tenants in the mall
  • Maintains positive relationships with all T-Mobile representatives, as well as all vendors (Nokia, Motorola, RIM/Blackberry, Samsung, etc.)

RECRUITING AND TRAINING

  • Consistently recruits new talent for the organization
  • Effectively interviews potential candidates
  • Role-plays on a daily basis with all employees to develop the most well-trained, knowledgeable, professional sales force in the industry
  • Promotes a self-development program for all employees that will constantly strive toward continuing professional growth. This program works to improve sales skills, managerial skills, leadership skills, business skills, and product knowledge

COMMUNICATION SKILLS

  • Communicates daily with the DSD, corporate office, and their employees via email or phone
  • Understands the importance of high-level communications each day to maximize location and company performance
  • Understands the importance of electronic communication (e-mail or text message) and the negative effects of not checking those communications several times daily
  • Immediately notifies DSD or corporate office of any situations that cannot be handled at the location level
  • Provides feedback to the DSD and the corporate office regarding employee and store performance

INTEGRITY WIRELESS PROGRAMS KNOWLEDGE

  • Has a thorough understanding of all Integrity Wireless, LLC programs including, but not limited to…
  • Greeting – Effectively manages employee greets to customers and ensures compliance with Integrity Wireless and Mall Management rules
  • Flip Swap – Understands the importance of the program for customers and Integrity Wireless and works to maximize its output and maintain 100% accuracy on the grading of handsets that are turned in
  • QPay – Monitors all QPay transactions that are taken in and corrects any mistakes that are submitted on the daily QPay Report from corporate
  • T-Mobile Rebates – Keeps up to date with all of the latest rebate information and is adequately stocked with pre-addressed envelopes for customers who purchase from us

T-MOBILE EXPECTATIONS

  • VOC score of 91%+ each month
  • Maintains a closing percentage of 80%+ on prime applications and 50%+ on Flex Pay Annual customers
  • Consistently does At Home sales equal to or greater than 10% of prime activations, i.e., for every 100 prime activations, 10 At Home sales are required
  • A 140%+ features attachment rate
  • An ARPU of $40.00+ per customer
  • A Per Store Average (PSA) of 200+ sales per month
  • Maintains a detailed knowledge of T-Mobile’s products and services lineup
  • Consistently attends and conducts trainings for new T-Mobile products and services
  • Communicates consistently with the local ADRs

INTANGIBLE QUALITIES

  • Superior leadership and mentoring skills
  • Superior customer service and problem-solving skills
  • Gives their maximum effort to the position each and every day
  • Superior motivator
  • Superior business ethics
  • Superior business skills and knowledge
  • Fosters a superior learning and growth environment for employees