Area Manager, Retail Stores

JOB SUMMARY
The Spectrum Area Manager is responsible for building a highly successful sales, retention and customer care culture inside their store. Actively and consistently supports efforts of their teams to engage customers in a retail environment and drive the sale of Spectrum product and services. Consistently demonstrates solid leadership and coaching skills to create a motivated work environment where employees can excel.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Leads an Assistant Manager and team of sales professionals, motivating and engaging them to meet and exceed their sales goals and customer care metrics, while delivering a clean, organized and fully operational retail experience for all customers and employees.

Ensures sales teams are retaining customers through positive customer relationship building, diffusing customer escalations, utilizing effective listening skills and probing techniques to overcome objections and save/upgrade customers.

Ensures their store meet Spectrum brand and merchandising expectations and that a thriving culture of customer care exists at their store locations.

Responsible for new product and merchandising launches within their scope of responsibility.

Utilizes effective assessment skills to continually inspect everything from the sales behaviors to the product knowledge of their assistant manager and sales teams and partners with leadership on change efforts as needed.

Proactively identifies issues, builds action plans and seeks opportunities to grow their business and increase customer satisfaction.

Provides subject matter expertise on all store functions, including the Spectrum Store Customer Experience (SSCE), Spectrum products, pricing plans, promotions, service features and visual standards, as well as those of competitors.

Consistently meets or exceeds operational and expense management standards, including store appearance, inventory and appropriate levels of staffing, while minimizing or eliminating losses to the company in their location.

In partnership with Area Manager, builds employee engagement and a high performing team by recruiting, training and retaining the best talent within their span of control.

Provides coaching, feedback and directions to their teams to empower them to achieve their key performance metrics through multiple forums; one-on-ones, team huddles and department meetings.

Creates an environment of continuous learning, role playing and development where employees are able to enhance their skills and maximize their potential and success through coaching, training, and objective performance management, including the progressive discipline process.

Maintains solid working relationships with leadership, the operations team and peers, working as a team to build a culture of success.

Implements and enforces cash management policy, work order controls and completing timely audits of their Spectrum store.

Provides guidance, monitors and manages strict enforcement of all company policies and procedures, including active participation in Charter’s EEO program.

Evaluates and analyzes the impact of business events on their Spectrum Store activity, responds accordingly and provides leadership with frequent updates on key events.

Assists with Area Manager functions and performs other duties as requested by management necessary.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Proven ability to build a solid sales culture and high-performing team, while demonstrating solid customer orientation
• Build effective partnerships within all areas of the organization by exhibiting highly effective interpersonal leadership, influencing and presentation skills
• Significant time working inside a destination-style shopping environment
• A proven ability to lead others and motivate them to succeed in a goal and incentive based work environment
• Solid experience in launching and managing multiple projects simultaneously and providing status updates on their success
• History of identifying trends and risk and effectively communicating those to their leaders
• Proven ability to handle change management
• Articulates a passion for delivering a great customer experience during multiple roles in their career
• High comfort level with personal technology, such as mobile devices and personal video platforms
• Valid driver’s license and ability to meet Charter’s motor vehicle requirements

Education
Bachelor’s Degree or equivalent work experience

Related Work Experience
Management experience; 3-5 years
Telecommunications/wireless experience; 1-3 years
Sales/Customer Service experience; 5-7 years

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to make qualitative judgments
Experience in implementing sales training and employee development programs
Knowledge of identifying trends, risks and communicating those to leadership

WORKING CONDITIONS
Retail environment
Exposure to moderate noise level
Work hours and travel to multiple locations as business needs dictate
Handle a physically demanding job, lifting up to 35 jobs
Stand for prolonged periods of time
Professional attire and appearance

PHYSICAL AND MENTAL REQUIREMENTS
Mental Requirements
Ability to communicate with employees, customers and suppliers, in person, on the phone and by written communication in a clear, straight-forward and professional manner
Detail oriented and a good problem solver
Ability to prioritize, organize effectively and work independently
Knowledge and ability to use computer and software applications SRL513 309091 309091BR