Job Board

Northwestel is seeking a Manager, Retail Store to join our team in Whitehorse! This position is responsible for the profitable operation of one or more storefront retail outlets using best practices customer service leadership skills that drive the sale of the various products and services through the acquisition and growth of new customers while enabling the growth and customer satisfaction of the existing customer base to exceed strategic objectives for the current operating year. Products and services include Mobile and Mobile solutions, Digital Cable, High Speed Internet, Landline services and Accessories. 

This position has the following direct reports: Retail Sales Associates (6)  

Employment Equity  

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference. 

Specific Accountabilities

• Overall accountability for retail operations of this store.
• Retail profitability and inventory management inclusive of stock shortage.
• Leading our team of Retail Sales Associates in all aspects and best practices of Customer Service.
• Setting of an entrepreneurial, accountable, fast-paced and exciting environment.
• initiating contact with and responding to customer requests to meet to deliver aggressive, achievable performance targets including revenue generation and market penetration of specific products and services.
• May be required to represent Northwestel at appropriate business-related functions and events (e.g. Chamber of Commerce events, Trade Shows). Achieving subscriber financial targets and customer satisfaction targets.
• Driving strategic direction and initiatives for retail store operations.
• Exhausting all profit-generating community based business and marketing opportunities.
• Ensuring aggressive merchandising and sales exploitation of all products.
• Developing storefront operations staff into a customer focused, performance driven, skilled retail team.
• Recommending and developing process improvements.
• Required to deal directly with customer complaints and inquiries escalated from front line retail staff.
• Partners and suppliers including Northwestel’s financial institutions and telecom services vendors.
• Overall staff management including: recruitment, sales and product training, coaching and development, communication, performance accountabilities and appraisals.
• Works with company personnel with Customer Service Representatives and management staff for ongoing operations, business planning and interdepartmental coordination of business plan initiatives.
• Responsible to verify Cycle Count Reports and adjustments as provided by the Retail Inventory Control Associate.
• Monitor and create orders for products according to sales rate and customer requests
• Consult with Retail Inventory Control associate regarding Out of Date Inventory Returns to Vendors and Markdowns
• Actively participate in the Health & Safety program by working in compliance with OH&S Acts and Regulations, completing required training and reporting immediately to your Supervisor or Workplace H & S Committee member any work-related hazards and concerns.

Sales and Marketing

•  Responsible for driving sales and exceeding sales objectives.
• Provide best practice after sale support and follow-up.
• Responsible for providing the knowledge of sales leadership, product, service, campaign and promotional offerings.
• Lead all training and coaching initiatives.
• Understand competitors, competitive products, and promotional offers in the market area.
• Manage expenses with an ownership spirit that is conscious of cost.
• Anticipate, analyze and communicate sales trends to Northwestel Management Team.
• Ensure customer satisfaction and customer resolution.  

Process Improvement

Recommend and implement streamlined processes to increase sales and customer satisfaction through sales activation and hardware upgrade processes, greeting programs, reverse logistics improvements, service improvements, defining individual roles and responsibilities, and work flow/staff scheduling for optimum productivity.

Leadership

• Recruit retail employees as required.
• Recommend, implement and execute improvements for productivity inclusive of staffing levels, training, and hours of work, based on changing business requirements.
• Communicate effectively to ensure that all levels of staff are kept informed and up to date of all information that impacts their job and performance.
• Create annual Objective Performance Appraisals for each staff member.
• Identify training gaps and development plans for direct reports.
• Conduct regular coaching sessions to recognize performance and encourage development.
• Provide on-going leadership to encourage exceptional customer service skills, sales achievements and customer satisfaction.  

Customer Relations

•  Resolve customer escalations as required (complaints, special requests, technical inquiries, etc).
• Manage special projects as needed.
• Manage all retail community and special marketing events

Knowledge and Skills Required

• Minimum of three (3) years previous sales, retail and/or distribution channel management experience. An equivalent combination of related education and experience will be considered.
• Post-secondary education with a major in Business would be an asset.
• Demonstrated team player who fosters a cooperative, people and results focused environment.
• Proven analytical, organizational and time management skills.
• Excellent communication and leadership skills.
• Demonstrated respect for individual concerns and cultural backgrounds.
• Strong negotiating and decision-making skills.
• Excellent computer skills.
• Participation in organizational health and safety and/or knowledge of H&S regulations in Canada, will be considered an asset.
• As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit.

As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit.

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program.  We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.