Director, Retail & Customer Service

Job Summary
As the Retail and Customer Service Director, you will oversee strategy, operational excellence and lead the customer experience initiative for prospective and active internet, mobile, and security subscribers. Through the primary responsibilities listed below, this position will play a critical role in the evolution of the Zirrus How We Impress model of interaction. The Retail and Customer Service Director will evolve, develop, and build best-in-class systems, campaigns, and employee culture to improve KPIs and customer satisfaction metrics continuously. The Retail and Customer Service Director will demonstrate a strategic mindset that can articulate multiple business objectives at an executive level while driving results and leveraging the team in every interaction with our customers. Critical to this role is the ability to manage a combination of in-house and outsourced resources to optimize customer service in a data-driven manner, including tactical and strategic retail sales and customer service initiatives.
Success in this role will be measured by optimizing sales and customer service metrics and the resulting positive impact on the company’s Net Income, CSAT, and NPS scores.
Essential Job Functions

• Directs and develops a team of Retail and Customer Service managers to drive sales, increase brand awareness, and influence market share and customer experience.
• Strategizes, constructs, and maintains annual operational plans and oversight of program budget/commission policies.
• Resolves customer complaints and difficult situations that escalate beyond Managers.
• Partners with Marketing to develop, implement, and optimize effective campaigns and strategies that drive traffic, increase conversion, and expand sales.
• Regularly obtains feedback from clients and guests to improve operations.
• Guides Store Managers to ensure efficient staffing levels, sales attainment, NPS goals, and CSAT goals.
• Track sales trends, identify opportunities, run daily/weekly/monthly/quarterly reports, and provide professional reports internally and to the board of directors.
• Requires NC Alarm Systems Licensing Board registration; this registration process includes an extensive background check, fingerprinting, and application process.
• Delivers productivity gains by driving operational efficiencies and process improvements while maintaining or exceeding critical performance metrics.
• Works in concert with Field Sales to meet company sales and service objectives.
• Analyzes KPIs for consultation and correction for underperforming retail stores. Regularly reports findings to leadership.
• Represent the organization by attending and participating in civic, business, and industry activities.
• Maintains awareness of all issues that arise from Retail and Customer Service Managers. Collaborates with management and Human Resources if necessary.
• Communicates sales plans by making presentations before the Management Staff and the employee group, producing and distributing a yearly sales goal, and coordinating closely with Marketing to implement goals.
• Collaborates with Marketing to ensure proper product and service training is available to sales teams.

Knowledge, Skills And Abilities

• Ability to motivate others and provide leadership
• Excellent written and verbal communication skills
• Proficiency with Microsoft Office Suite
• Proven ability to train others
• Knowledge of sales, marketing, and customer service principles
• Knowledge of management theory and experience putting theory into action

Education And Experience

• MBA preferred
• Bachelor of Science in Business Administration or equivalent field of study
• 5-10 years’ of relevant leadership experience
• Experience/knowledge of the telecom industry preferred