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JD-Retail Sales Executive

This job description is for a Retail Sales Executive. The key responsibilities are to provide excellent customer service, meet sales targets, and have strong product knowledge. Customer service involves delighting customers, resolving issues, and building relationships. Sales targets and financial goals must be met. Extensive knowledge of products, services, and company policies is required. Continuous learning and developing skills is also important for this role.

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Deadzman
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54 views2 pages

JD-Retail Sales Executive

This job description is for a Retail Sales Executive. The key responsibilities are to provide excellent customer service, meet sales targets, and have strong product knowledge. Customer service involves delighting customers, resolving issues, and building relationships. Sales targets and financial goals must be met. Extensive knowledge of products, services, and company policies is required. Continuous learning and developing skills is also important for this role.

Uploaded by

Deadzman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Job Description

1. Job details

Position title: Retail Sales Executive Grade: 11-13

Reports to Position: Store Manager

Sub-Section: Direct Channels Section: Direct Channels

Department: Consumer & Digital Division: Commercial

Direct reports: 0
How many colleagues are
being managed?
Team total: 0

Financial Dimensions: Sales Targets

2. Job purpose

To deliver engaging and thoughtful service that delights all our customers, creating loyalty for our brand, that will ultimately drive the store’s
commercial performance. Assist any customer with any query or need – end to end – to full completion of request.

3. Key accountabilities

Description Performance indicators

Planning and organisation


 To conduct needs analysis in order to explain features / benefits to do comparative selling,  Mystery shopping feedback.
service recommendations and demonstrate products  Minimum score of 80% on monthly
 To take pride in the look of your store, ensuring your work station and the store is tidy and clean product quiz.
and relevant information is to hand and brochures/information leaflets are properly stacked.
 To ensure product and service knowledge (including policies and processes) are up to date and
understood.

Financial excellence (Budgets, revenue/profit and costs)


 To be dedicated to, and take pride in, the commercial success of your store, delivering against all  % of sales targets achieved.
individual KPI goals and targets.  Accuracy of data input into systems.
 Achievement of sales targets.
 To receive payments and issue receipts for sales and services, ensuring accuracy of transactions
and data input.

Customer excellence (Internal/external customer engagement and relationship management)


 To add life to life every day, acting as the brand’s ambassador and exploring initiatives and  Mystery shopping results.
opportunities that will help every aspect of the store and brand become successful and  Minimal queue waiting time.
respected within the local community.  Right first time transactions.
 To surprise our and delight all our customers by being intuitive and thoughtful in every  Right first time data input.
interaction with them, anticipating their needs and arriving at an uncomplicated, timely and  No rejected documentation.
satisfying outcome for each customer interaction.  Number of customer complaints
 To interact imaginatively with each individual customer, helping them see how our  Matching customer needs with
communication tools and technologies could work for them. product and services portfolio
 To want to be part of, and help create, an environment in which customers feel welcome and utilising all opportunities for upsell
comfortable to explore products, services and possibilities, whilst having fun. and cross-sell.
 To understand customer needs and Cx Experience processes in order save customers with  Customer retention
retention offers and pacify customers with goodwill gestures  Service recovery
People excellence (Learning and growth)
 To be a collaborative team player, inspiring those around you with your enthusiasm, optimism  Up to date knowledge regarding
and willingness to support others. du’s services and products –
 To display excellent standards in all you do and inspire others to do the same, and that you measured by monthly quiz.
operate within legislative/regulatory and company policies and procedures.  Agreement of and adherence to the
 To display confidence, self-belief and openness to new ideas, adapting and embracing challenges PDP.
and opportunities with a determination to excel.  Prepare for and engage with
 Continuously develop own skills by attending all required training courses and maintaining an up performance reviews.
to date knowledge of products, services, systems and work processes.
Process excellence (Operational efficiency and risk management)
 Maintain an up to date knowledge of all products, propositions and company communications to  Number of audit findings.
accurately and fully meet the needs of the customers that you serve, including providing  Adherence to policies and
demonstrations and understanding competitor offerings. processes.
 Ensure all policies and procedures are adhered to (both retail and company specific).  Successful completion of Fire
 Full accountability of stock and cash assigned to without any discrepancies. Marshall and First Aid training.
 To ensure effective completion of customer and process related tasks including:
a. Document verification
b. Complete sales transaction
c. Cx technical and service Onboarding
d. Account changes, migration, upgrades, downgrades
e. Technical “usage” support in the form of “how to”
f. Self care registration
g. Self-serve assisted support
h. Pay bills, complete recharge
i. Resolve billing disputes or errors

4. Frameworks, boundaries and decision making authority

 To fully understand and keep up to date with the range of products, services and promotions within a multi brand environment, simplifying
and coaching the customer through the best solution for them as an individual.
 Consistently deliver exceptional customer service in a demanding and changing environment.
 To resolve or analyse, then escalate the customer complaints by logging a trouble ticket and escalation to Assistant Store Manager/Store
Manager.

5. Qualifications, experience, skills and competencies

Minimum experience:
 Ideally retail experience or customer service role in telecom industry.
 Good understanding of telecom and data products and services.

Minimum education:
 Minimum diploma

Knowledge and skills:

 Computer literacy (Word, Excel, Outlook)


 Highly self-motivated and able to act on own abilities
 Effective listening skills that deliver against customer needs
 Passion and motivation for over achieving against KPIs without compromising customer service.
 Great at networking and building genuine and productive relationships
 Interest in and awareness of technology mobility within local area
 Working collaboratively
 Influencing and persuading
 Delivery of results
 Focusing on the customer
 Strong communication skills (both written and spoken) in at least English and ideally Arabic/other languages.

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