Retail Sales Manager
etisalat Egypt
Total years of experience :15 years, 10 Months
° Working with the team to achieve their individual Target and the Store Target.
° Enhance operation expenditure to be tied to Quality and Efficiency
° Ensure the right Capabilities, Processes & Technology is in place to reach the desired Customer satisfaction & Loyalty.
° Generate motivational spirit across staff.
° New hires action and development plan compliance.
° Set Trainings when needed.
° Monthly communication with the serialized action and development plans status.
° Improve strategic product knowledge and business awareness.
° Handling people issues.
° Assure Product Knowledge for all staff.
° Inventory Management and Control.
° One to one coaching on a Monthly basis and when needed.
° Communicate with area Managers to assure a smooth operation.
° Store look and feel consistency.
° Set meetings (Weekly/Monthly/Yearly).
° Annual leave consumption for all the staff.
° Assist the store Manager in Operate and Manage Etisalat outlet.
° Exceeding the sales and profitability of the stores by accomplishing sales goals and targets.
° Manage the end to end branch activities of selling, collection and customer care.
° Manages the Sales Team to contribute the growth of the company market share.
° Set a periodic observation to the sales team to evaluate performance.
° Assist in a Monthly One to One meeting.
° Acting as the customer interface representing etisalat values whilst maximizing sales
revenues and providing excellent level of customer service in the retail channel.
° Identifying customers needs and expectations and serve them in a friendly manner.
° Conducting exceptional customer service through retail experience by providing information on all products and services to help the customer to make suitable choices.
° Achieve individual & team agreed quantitative sales targets for different product and services.
° Handle different forms of payments including cash and credit cards.
° Provide full range of after sales services and seek first step resolution whenever possible on any issues.
° Check and display stock as required and ensure shop appearance is always in line with the set company standards.
° Assist in general administration and smooth running of the shop
° Receive customers’ calls & e-mails and assigning their requests to the relevant person.
° Preparing MENA, EU & SA reports.
° Conducting customer’s surveys to monitor the quality of our provided services.
° Updating databases (engineers, customers, requests).
° Managing escalated problems from the company’s representative offices.
° Auditing Engineers in the company to make sure that they are ready any time
° Arranging for accommodations
° Responsible for all the company's corresponding (Send & Receive e-mails) & faxes
° Responsible for all confidential letters
° Searching for new suppliers & contacting them for initiating new business relationship
° Receiving DSL incoming calls from customers to figure out the confronted problems in
order to resolve it.
° Analysis confronted problem and transfer it to responsible department if needed. Initiates
tickets on CRM for every handled case.
° Notifies the supervisor and report to him the escalated issues to minimize customer
downtime
° Explain and convince to customers benefits of the services, rate
plan and promotions.
° Handle customer's objections.
° Get referrals from customers to let them know about
the company's promotions
° Control, help, improve and retrain the team to get more sales
° Send daily report to the Management.
° Verify with customers benefits of the services, rate plan and promotions.
° Recap customers' information.
° Help the team to make more sales
° Explain to customers rate plans, services and new promotion
° Act as a link between customers and other departments
° Handle customers' problems
° Pro-activity and up selling