Store Manager

Role overview

The Store Manager / Supervisor will lead the day-to-day functioning of a telecom franchise outlet in Dubai. This position is centered on improving sales outcomes, guiding and encouraging the sales team, delivering a high standard of customer care, and ensuring that all store activities remain aligned with company policies and telecom rules.

The role also supports broader business growth by lifting store efficiency, meeting performance targets, and creating a smooth customer journey for business, institutional, government, and Emirati clients.

Key responsibilities

• Market and close sales for Etisalat packages designed for businesses, institutions, government organizations, and Emirati customers.
• Explain plan benefits, features, and pricing clearly to prospective customers.
• Spot opportunities to increase revenue through cross-selling and upselling additional products or services.
• Handle customer issues in a timely, professional manner while maintaining a strong service experience.
• Work toward service KPIs such as response speed, resolution time, and customer satisfaction ratings.
• Support internal and external audit processes and ensure adherence to regulatory requirements.
• Manage TRA-related audits and make sure the store stays compliant with applicable telecom regulations.
• Take part in mystery shopping activities used to evaluate customer interaction quality.
• Oversee the store’s routine operations on a daily basis.
• Coordinate the CSR and DM team’s workload, prepare schedules, and assign duties.
• Monitor employee performance and follow up on ongoing tasks and output.
• Ensure the store meets all target KPIs and benchmark expectations.
• Coach team members through training so operations remain efficient and uninterrupted.
• Drive achievement of business goals, deadlines, and performance standards.
• Prepare compliance updates and daily/monthly reports in the required format.
• Ensure safe work practices are followed and company standards are maintained.
• Set team targets, review performance, identify improvement areas, and provide on-the-job training.

Experience and education

Applicants should bring at least 3 years of experience in telecom or sales, along with a Bachelor’s Degree.

Skills and competencies

• Leadership and team supervision
• Retail and telecom sales operations
• Target-driven selling
• Customer relationship management
• Clear communication and interpersonal ability
• Coaching and performance management
• Store operations and stock handling
• Problem-solving and sound decision-making
• Telecom product and promotion knowledge
• Sales reporting and basic analysis
• CRM and MS Office usage
• Complaint handling and escalation management
• Planning, organization, and time management
• Working under pressure and managing multiple priorities