Title : Assistant Manager
Location : Blackrock, Co.Dublin
Who you are :
Your role as Assistant Manager is to create a best in class’ customer experience through a highly motivated and engaged team who demonstrate the Vodafone behaviours and customer obsession.
As an Assistant Manager, your role allows you to embrace the opportunity to work with and support the Store Manager in the day to day running of the store and build a high performing team.
You will be an inspiring leader and coach, motivating and energising your team to make every customer experience a truly exceptional one.
As an Assistant Manager you will be responsible for driving performance on the shop floor, coaching and developing the team to achieve and improve business KPI’s, store standards, compliance and customer experience measures.
Your next challenge : Impact on the business
Impact on the business
Support the Store Manager in achieving all sales KPI’s for your store.
Ensuring stores administration and compliance is updated at all times and in line with company guidelines.
Achievement of all individual KPI’s set out by the business on a weekly, monthly and quarterly basis.
Customers, supplier and third parties
Achievement of customer experience score within your store, and ensure your store consistently deliver’s a ’best in class’ customer experience.
Be an escalation point for all customer complaints, ensuring these are dealt with promptly and in a positive manner to ensure that all aspects are resolved and / or seen through to completion.
Be an ambassador for the Vodafone brand.
Leadership and teamwork
To ensure the appearance of your store, self and team is of the highest standard.
Regular coaching of team members on all aspects of shop floor performance - experience and product knowledge.
To effectively manage and develop your Retail Consultants to create a high performing team.
Management and accountability for store performance during period’s absence for the Store Manager.
Innovation and change
Look for ways to improve the way we do things and constructively feedback your ideas to the appropriate person or area of the business.
Knowledge and experience
Clear understanding of all Vodafone products and services, offers from the competition and Why Vodafone?’.
Detailed knowledge of the store operations manual to support the successful running of your Store.
Ability to communicate effectively and positively with both customers and team.
Ensure all team members are up to date on key business updates, communications and propositions.
Support Store Manager in delivery of daily briefings and communicating intranet and cascade messages to the team.
You will also support on :
Ensure store is adhering to key compliance requirements in relation to store standards, Health & Safety, cash management, security and stock management, and take immediate action to address shortfalls.
Monitor daily store activity / targets and measure against KPI requirements.
Resolve the majority of customer complaints onsite. Escalate to appropriate level in exceptional circumstances.
Demonstrate expert knowledge of Vodafone’s products, services and customer deals e.g. Handsets, data devices, broadband, network services and tariffs.
You will be required to get to know your store’s customer base as well as a good understanding of your local market.
Customer experience scores (NPS)
Insurance and value added services
What you need :
You will demonstrate a proven track record in consistently delivering to business targets / objectives.
You will demonstrate a natural ability to work within a team to deliver optimum performance and customer experiences.
Minimum of 3 years’ experience in a fast paced retail environment.
Strong communication & interpersonal skills
What else should you demonstrate :
3rd level qualification
The Vodafone ways and Behaviours
Customer Obsessed - We are passionate about exceeding customer expectations
Work passionately to really understand the customer
Look at decisions through the customer’s eyes
Take personal accountability for the customer experience
Innovation Hungry - We create and deliver new products, services and ways of working that delight our customers
Take risks and push what is possible
Look for improvement all the time
Do things in better ways
Ambitious & Competitive - We bring energy and passion to our work and always aim to beat the competition
Deliver best in class
Review our own performance and then improve it
Be lean and cost effective every time
One Company, Local Roots We work across Vodafone to achieve the best outcome for customers, employees and shareholders
Value our differences and act inclusively
Make the best decision for Vodafone, not just for one part of the business Communicate and use best practice
Speed - We drive speed to market. We relentlessly prioritise and pursue the outcomes that matter to our business
Make RAPID business decisions
Deliver with urgency
Analyse fast, execute faster
Simplicity We make things simple for our customers, partners and colleagues
Focus effort and stop ineffective activity
Communicate in a way that is easy to understand
Challenge complexity and provide simpler solutions
Trust - We are reliable and transparent to deal with. We deliver for others and trust others to do likewise
Do what you say you will do
Trust others to deliver
Support decisions once made, regardless of personal view
Who we are :
We are Ireland's leading total communications provider offering our customers a variety of solutions across mobile and fixed platforms.
As part of Vodafone Group, we are part of the world's largest mobile community with a presence across all five continents.
We’re at the forefront of innovation in Ireland. We make significant investments building and maintaining our networks and to date, we have invested nearly €1bn in our network investment programme.
We continue to invest to enhance our network.
It’s not just our products and services which are innovative, our modern and innovative workspace in MountainView helps cultivate an environment of creativity and innovation through new ways of work.
New ways of working means an environment free from clutter, wires, barriers and cabinets. This has helped Vodafone make the Great Place to Work list in Ireland.
All our employees have one locker and are free to sit wherever they wish within our building. This encourages creativity and develops relationships which traditional style environments inhibit.
You probably want to know more about new ways of working Find out move via this link : http : / / www.vodafone.ie / jobs / life
Our people are at the centre of everything we do. We employ approximately 1,300 people in Dublin and across our network of retail stores in Ireland.
Our aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. We are dynamic in everything we do, including our approach to training, development, performance management and flexible benefits.
We are an equal opportunities employer where our people can be at their best.
Employment Type : Permanent