Shop Manager

The key functions of the Shop Manager is to drive Key performance indicators of acquiring new subscribers, Airtime sales, Devise sales, provide quality customer service to ALL clients entering the Vodashop through optimal management. The Shop Manager will be responsible for managing the sales and customer service team, as well as merchandising. The Vodashop also provides an opportunity for customers to solve their queries and must ensure that this is both possible and operated efficiently.

• Supports the team with the delivery of store-based activities, including end-to-end sales, customer services, and store management responsibilities;
• Responsible for meeting Retail Sales and NPS targets consistently (maybe individual or store targets);
• Builds trusting relationships with the customer base, drives improvements in NPS and represents the Vodafone brand;
• Provides operational support to the team and delivers an exceptional sales experience, developing customer loyalty and cross-selling through managing the customer experience ;
• Coordinates reporting, stock-taking, audits, and product launches and other store-related activities that enable the store to run effectively;
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• Applies the advocacy of Self-Serve and Digital-First for solving non-complicated service situations;
• Communicates and exchanges logical information in a concise and clear way, provides advice for ensuring effective collaboration across channels, perhaps with other stores ;
• Engages with the local community and businesses (eg shopping center, events, local charities/schools) and acts as an ambassador;
• Thoroughly understands Retail Sales policies and procedures through acquired experience, and informs customers accordingly to ensure a high level of customer experience;
• Ensures the team support and educate the customer around setting up/using their device, assist with technical queries and diagnose and organise repair of faulty devices;
• Ensures the team identify cross/upsell opportunities;
• Performs other job-related duties or tasks defined by the manager or resulting from assigned agendas;

• Digital Advocacy
• Competitor Awareness and Cross-Sell
• Ownership
• Building Rapport
• Resilience
• Building and Proposing Solutions
• Empathy
• Objection Handling and Negotiation
• Identifies Customer Needs