To drive and deliver high customer service levels using the conversation selling model measured by KPIs, mystery shop and daily coaching / observations ensuring that all operational, risk & compliance standards are also upheld. This role will typically cover up to 10 stores. The RSM will be responsible for managing and coaching the front line staff to achieve revenue and Profitability targets. The role drives sales, customer service including all revenues from retail stores and all controllable direct retail costs, direct support costs, and allocated shared costs.
Ensure accurate execution, from team, of all costumer-facing transactions while adhering to excellent customer service standards.
Manage all productivity standards and targets for sales market region, and coach sales consultant team to meet high performance potential.
Monitor and develop the sales consultant team performance with consistent focus on team and individual skill development, transaction processing efficiency, and operational consistency.
Strategically create and manage relationships with business partners to promote and drive sales.
Lead and drive company initiative alignment, performance evaluations and reviews, subject matter expertise on all company products and services, and positive team morale.
Ensure the quick and accurate response to all customer inquiries in person, written, and over the phone
Manage inventory for all locations in line
Maintain store appearance for all locations (including: signage, maintenance, cleanliness, etc.
Strategically drive sales through the training and execution of all customer service training programs and all employee development programs.
People management including coaching, full performance based rostering, payroll input, annual leave management, retention, recruitment & performance mgt
Manage local relationships (landlords, airports etc) – day to day operational account management.
Manage walk up retail KPIs