What are the responsibilities and job description for the Director Retail Operations position at Altice?
Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, Diversity Inc Magazine, and Cablefax for our diversity & inclusion program.
Responsibilities
Job Summary
The Director, Retail Sales develops the retail sales policies and procedures for the local management to execute. Develop feedback mechanisms to ensure the local teams deliver a consistent experience for our customers, leveraging every interaction as an opportunity to create loyalty. You are responsible for upholding our high standards regarding engagement, communication, and confidentiality. Even when you're not present, you maintain constant influence—articulating the Altice USA vision to inspire and make an impact on the retail management teams and employees to improve our ability to deliver unparalleled service to our customers. Establishes policies, processes, and practices designed to provide support a superior customer engagement experience. Works with local management to standardizes all Store policies, processes, and practices AUSA wide. Optimizes operational controls to ensure regulatory compliance.
This role reports into VP, Retail & Outbound Sales and will work cross functionally with key contacts with Contact Center & Support, Field Services, Logistics, Marketing, Operations and Compliance.
Responsibilities
- Provides quality internal and external customer service surrounding the Company values
- Maximizes new Monthly Recurring Revenue from residential accounts and retain existing customers through development and direction of sales force
- Maintains high visibility within the local business community and the national industry and maintains strong relationship with the local client base
- Ensure all technical systems related to operate for high levels of client service satisfaction and day-to-day operating/network systems are functioning properly to support the business
- Provide vital data, customer network needs, and other account demographic information to the related departments
- Research, develop, and implement market strategies to gain new market share above the industry average
- Trains, develops, and motivates sales leaders to optimize revenue potential across all revenue streams
- Defines and executes sales processes to provide for smooth and timely workflow throughout the sales department
- Identifies and eliminates barriers to the sales process between prospects/customers and AUSA
- Ensures sales tools are utilized to maximum advantage in the marketplace for positioning and sales cultivation
- Designs, develops, and manages the efficient and effective delivery of service to our customers by developing and documenting streamlined Store processes. Ensures C&C-wide compliance with processes and measures performance.
- Develops and manages an engagement focused organization proficient in delivering and supporting multiple products.
- Plans and executes store initiatives and tactics. Develops processes, structure, and feedback mechanisms to support initiatives and tactics, as appropriate. Defines financial and operational benefits as part of the planning process and measures results post-implementation.
- Assists in the design, structures and geographical locations for Store locations through optimization modeling and franchise requirements.
- Assists in developing fact-based analysis, budgets, and forecasts. Achieves operating and capital objectives.
- Standardizes all policies, processes, and practices throughout C&C-wide Optimum/Suddenlink Store organization.
- Conducts site visits and provides forum for formal and informal communications among Billing & Collections management and staff.
- All other duties as assigned.
Qualifications
Qualifications
- Minimum 10 years business management experience with increasing levels of responsibility
- Postgraduate degree in Business preferred
- Demonstrated experience in change management and leadership
- Ability to establish and document clearly defined goals and objectives for direct reports
- Ability to develop ROI analysis
- Exceptional forecasting capabilities
- Proficiency with MIcrosoft Windows and Excel.
- Must be willing to travel from one location to another as needed
Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Requirements of this position include demonstration of either full vaccination status against COVID-19 or company-provided weekly COVID-19 testing.