Sales Team Lead, Google Store Retail Mountain View

The Sales Team Lead will be expected to support the sales associates by training, motivating, and coaching to create a radically helpful consumer experience in Google's newest retail store. Team Leads will serve as support for customer escalations, working to effectively and professionally resolve issues, also utilizing those skills to mentor employees on handling escalations. The Team Lead must also have an extensive knowledge of brand products and services in order to effectively empower the Guides to drive an interactive consumer experience by promoting the latest brand mobile devices, phones, tablets, wearables, and accessories. They will lead the way in delivering a transformational experience in-store by recommending product and service solutions to fit their needs. The Team Lead will work closely with all brand and agency management, as well as associates within the store, to build and maintain strong relationships, maintain morale, while providing the absolute best consumer experience.

Pay Range: $30-$35/hour

Consumer Experience and Sales:

• Fully accountable for execution of sales initiatives
• Fully accountable for execution of consumer experience initiatives

Supervise personnel to:

• Meet and exceed assigned goals for: consumer experience and reputation, sales and service, revenue and productivity
• Consistently demonstrate excellent interpersonal, leadership, and coaching skills
• Create a work environment where motivated people can excel, exceeding daily ownership goals
• Oversee floor experience - act as floor leader to ensure consumers receive a radically helpful experience
• Own consumer coordination and welcome process
• Support team and assist with consumer interactions and transactions
• Coach associates on opportunities with consumer interactions, recognize positive performance and hold associates accountable for poor performance

Management and Development:

• Inspire and engage associates by motivating team to succeed
• Promote passion, pride and commitment
• Lead by example and serve as a resource for product knowledge
• Develop associates for growth and promotion by delegating appropriate responsibilities and inspecting completion
• Coach to all competences (Kornferry) to ensure consistency of expectations within location
• Improve associate engagement through appropriate behaviors and actions
• Observe and coach associates to provide feedback around consumer experience technique effectiveness and providing excellent consumer service
• Quickly resolve any fraud issues communicated by security; may involve working with security or finance teams

Product Launches:

• Partner with management and other appropriate parties to successfully launch new products, services and processes and to review staffing forecast plan
• Actively inspect post-launch and drive improved results with best practices
• Inspect that associates are properly trained on new products and promotions to demonstrate and discuss with confidence
• Report concerns with associates’ knowledge and/or behavior, and provide additional coaching and/or discipline as appropriate
• Coordinate with security, facilities and space management to ensure smooth product launch-day execution including operations, staffing and scheduling
• Responsible for activity in space at all times
• Employ scheduling tool to properly staff and meet business needs, training and special events such as product launches.

Merchandising and Sales:

• Accountable for adhering to the merchandising standards
• Instill a sense of pride and ownership in space appearance - where all associates understand the space is the face of the brand to every consumer.

Compliance:

• Drive compliance of procedures and policies
• Ensure timely completion of required training to empower personnel to succeed
• Implement, execute and inspect existing and new retail programs, tools and training
• Responsible for ensuring the training for associates to ensure they have the appropriate level of system/tool access for their roles and responsibilities.

Other:

• Manage 6-8 MOD segments per week
• Report fraudulent activity to security
• Continuously display high integrity
• Develop strategic perspective and champion change
• Inspire others to high performance through collaboration and teamwork
• Utilize professional expertise to solve problems and analyze issues
• Capture initiative and strive for results
• Assist management in assigning the followin