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Form of workMosaic is the leading North American integrated marketing and sales agency, specializing sales, training, experiential, and digital & virtual solutions. At Mosaic, we are never satisfied with the status quo and are in constant search for new ideas and new ways to help our clients build their brands amidst the evolving dynamic of empowered consumers, leveraging new technologies and approaches. Together as a team we deliver for those results to our clients every day. Mosaic is not about standing out from the crowd - we lead it!
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 the Google Store, which is part of the Google Visitor Experience at Google's headquarters in Mountain View, California.. 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.
Essential Functions of this Position
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 following: breaks, opening/closing tasks, & holding team accountable to their attendance
- Support management needs
- Other duties as assigned
- 3 years sales/consumer service experience in a retail environment, preferably for hi-tech /consumer electronics
- 1-3 years' previous leadership experience in the telecommunications or consumer service related industry
- Effective communication, presentation and interpersonal skills
- Strong organizational skills with attention to detail
- Experience working with any of the larger consumer electronics stores technology.
- Demonstrates passion for leading edge technology and product solutions.
- Possess strong written and verbal communication, and working knowledge of G-Suite
- Have a strong working knowledge of standard operating procedures
- Experience conducting coaching and positive reinforcement.
- Ability to work flexible schedule including nights and weekends.
- Excellent communication skills and demonstrated ability to meet or exceed performance standards
- Ability to motivate team
- Ability to work flexible hours, including evenings, weekends and holidays
- Work with associates to elevate skills and performance, providing coaching on opportunities for improvement
- Maintain knowledge of all brand products - complete training and support associates with required training on current and upcoming products
Along with competitive pay, we offer a comprehensive benefits program. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:
- Medical, Dental, Vision, and Telehealth
- Basic Life Insurance and AD&D
- Voluntary Life Insurance
- Short Term and Long Term Disability
- Flexible Spending Account
- Health Reimbursement Account
- 401(k) match
- Legal Insurance
- Pet Insurance
- Employee Assistance Program
- Employee Discount Program
- Tuition Assistance Plan
- Paid Time Off and Company Paid Holidays
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Mosaic North America is an Equal Opportunity Employer
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Mosaic reserves the right to modify all or part of any job descriptions at its discretion in order to meet and or exceed the needs of the business.
To Apply: please send resumes to: USRecruiting@mosaic.com
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