Role purpose:

To own your store and make it the best Vodafone store in the country. By creating an outstanding experience – for your customers and team. Running your store effectively to always delivering of targets, compliance and budget.

Key accountabilities and decision ownership

Achieve Targets

• Achieve all store targets – making sure the team understand how they are performing against them
• Set and agree targets with your team
• Brief your team on current in store promotions and top retail priorities
• Coach your team to discover and understand the customer’s needs then advise on best products and services to match that need
• Observe and share competitor activity with Cluster Operations Manager.
• Communicate the Vodafone and Retail strategy to the team

Create an outstanding customer experience

• Be a ‘Customer obsessed’ role model – coach and support your team to always deliver an outstanding customer experience
• Be a Vodafone role model to motivate and inspire your team to be Vodafone ambassadors
• Ensure your team takes accountability to resolving customers challenges through to resolution
• Make sure your team helps customers access their information online
• Coach your team to deliver the best advice for a customer’s changing needs – ensuring they are always up to date with Vodafone’s products and services
• Improve store and team performance as a result of ‘customer satisfaction feedback
• Build and nurture effective relationships between Retail and Sales and Customer Management to present a seamless service
• Understand competition-trading patterns and develop plans to counteract.

Store housekeeping

• Keep on top of all store costs (cash loss, credits stock loss/adjustments) and protect all Vodafone assets
• Achieve compliance standards and satisfy all audit requirements
• Make processes better
• Ensure all company policies and procedures are followed by your team
• Keep all store team data up to date on Vodafone systems
• Work with your team to make sure the store looks great and that product displays are working properly
• Carry out daily housekeeping and store standard checks to approved levels

Manage and support your team

• Make sure your team complete their compulsory online courses, programmes and all training modules on time
• Coach and support your team to give them the best opportunity to succeed in store and with their career at Vodafone .
• Review and improve your teams performance through monthly 1-2-1’s, and annual Performance reviews
• Empower your team to make decisions and solve challenges
• Hold regular team meetings/briefings to generate ideas
• Be responsible for recruiting new team members and succession planning
• Lead by example and behave in the ‘Vodafone Way’
• Reward and recognise when your team who behave in the ‘Vodafone Way’
• Communicate clearly the Retail people plan to your team
• Be the best Retail Store Manager you can be, using feedback, training, coaching and support to help you

Help wider Retail Management team

• Support the Store and Regional Manager by smashing store targets and objectives
• Attend Regional and National meetings and communicate back to the team
• Carry out Regional duties when needed
• Contribute Regional/National activities if asked
• Support any Retail trials

Technical Requirements:

The ideal candidate for this role is defined by the following attributes:

• Successfully managed a team for 12 months
• Puts yourself in the customers shoes
• A track record of delivering results quickly
• Leads your team by example – motivating, developing and influencing them to deliver

Prior Experience:

What we want

• Is a role model for customer obsession, ensuring the team follows suit. Puts the customer at heart of every decision made.
• Always tries to improve and challenges when things are not simple and quick, then shares findings with others.
• Coaches and inspires the team to be the best and is open and honest with the team
• Communicates in a clear and simple way, listen and respect everyone’s opinions – however diverse.