Xfinity Retail Store Manager at Comcast in Charlottesville, VA

Job Summary

Responsible for delivering a best in class experience for customers and their store team. Manages all phases of the customer environment and team to achieve and exceed financial targets and customer satisfaction scores. Delivers tight operational and financial controls in a cost-effective manner. Hires, coaches and evaluates personnel based on performance standards. Develops personal performance plans with employees and provides continuous performance feedback and quarterly performance plan reviews. Develops processes and procedures to drive department efficiencies, assist in development and meeting of, departmental budget. Manages team which may include exempt and non-exempt employees. Provides subject matter guidance to employees as required.

Job Description

Core Responsibilities

• Delivers an outstanding customer and employee experience, achieving sales goals and running an operationally sound business.
• Ensures an environment consistent with the expectations of the company by selecting the best talent and encouraging them daily with a focus on development, feedback/mentoring, sales and service excellence, training, and personal accountability.
• Communicates business initiatives, performance standards and process/policy know-how seeking outstanding performance and compliance.
• Leverages the net promoter system (NPS) to gather customer feedback, mentoring and improve the in-store experience.
• In-store owner for merchandising, brand, resets, and all associated training compliance.
• Coaches and develops team members on how to position all company products with customers.
• Efficiently runs in-store operations including inventory, cycle counts, cash management, and other applicable processes and procedures.
• Responsible for appropriate staffing levels and efficient scheduling.
• Uses available tools to monitor customer feedback, coach and take action to improve the store experience.
• Reviews and analyzes operational and financial reports to improve operational performance and metrics.
• Establishes relationships with market, region, and division team members.
• Follows and administers cash handling policies and procedures.
• Owns the retail experience of a well-visited location and strives to enhance store and customer experience to be best-in-class.
• May participate in retail test and pilot experiences related to product, store design, and operational improvements.
• Typically leads a team of 8-12 employees.
• Must be able to carry and lift up to 25 pound boxes, stand and move about the store constantly.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance.
• Must be able to work nights and weekends, variable schedule(s), and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our groundbreaking technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new insights.
• Be an active part of NPS - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs, and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote diversity and inclusion.
• Do what's right for each other, our customers, investors, and our communities.

Disclaimer:This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications. Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

Relevant Work Experience

5-7 Years

Salary Range

$80K -- $100K

Minimum Qualification

Operations Management

Estimated Salary: $20 to $28 per hour based on qualifications.