Overview
Lead and develop a team to achieve sales and high standards of customer service, and ensure in-store presentation standards and retail operational practices are maintained.
Benefits
* Flexible working—choose where, when, and how you work to stay at your best.
* Support when life happens—gender affirmation leave and additional leave days.
* Pay for performance—outstanding contributions recognised through incentive programmes.
* Parental leave—16 weeks full pay or 32 weeks half pay, with superannuation contributions on paid and unpaid leave.
* Unlimited learning—access to 17,000 learning programmes and university credits toward degrees.
* Global presence—opportunities across 22 countries.
* Extra perks—25% off Telstra products and services, plus discounts from 240+ partners.
Key Responsibilities
* Execute business initiatives to meet and exceed store targets each quarter of the financial year, setting and driving monthly sales, customer experience, and operational targets.
* Monitor store performance to achieve sales and customer experience targets, driving change as necessary.
* Ensure compliance with central operating standards and processes, managing performance to improve operational excellence.
* Analyse data and identify trends to provide business intelligence, proactively addressing risks and leveraging new opportunities to increase revenue, reduce costs, and increase profitability through operational excellence.
* Develop and implement strategies to support compliance standards and inventory management to minimise fraud, theft, or loss.
* Apply expert knowledge of in-store IT systems to implement system and process changes that optimise functionality.
* Design customer solutions, coach the team using support tools (e.g., CUE), and resolve store‐level customer complaints.
* Complete operational tasks: stock management, merchandising, repairs, administrative tasks, daily banking and reconciliation, and compliance audits.
* Oversee ordering, receipt, and payment of office supplies.
* Manage workforce through effective rostering.
* Lead, coach, and develop team members to achieve sales, customer experience, and compliance targets, including induction, core and ongoing training, succession planning, and coaching frameworks such as Pulse coaching and monthly performance reviews.
* Embed and grow a thriving team culture based on Telstra values, coaching future leaders, and fostering inclusion and diversity.
Qualifications
* 3 years' experience in a retail role with leadership/management experience and strong understanding of sales and customer service principles.
* Extensive experience analysing data and identifying trends for business intelligence.
* Passion for achieving sales targets and driving results through energising a retail team.
* Leadership skills: influence and build rapport with a diverse team, resolve customer issues swiftly, motivate and develop high‐performing teams, and lead through change.
* In‐depth knowledge of Telstra products and services, consultative and needs‐based selling, and customer experience/NPS improvement.
* Technical skills in Telstra in‐store IT systems and experience implementing system/process changes.
* Proficiency with Salesforce Console, Advanced MNC/Jarvis (Legacy Systems), Siebel, Mobile Helpdesk, Telstra POS Systems, Workday, UKG (Workforce Management), Power BI, NPS/Customer Feedback tools, and Visual Merchandising Tools.
* Knowledge of CRM systems, digital sales platforms, queue management, workforce planning, and data reporting (Power BI), Microsoft Office, retail sales frameworks, compliance processes, and ethical sales practices.
Application
We encourage applications from people of all abilities and backgrounds—including Aboriginal and Torres Strait Islander peoples, LGBTQI+ community, linguistically diverse, and people living with disability. You may note your pronouns and indicate any reasonable adjustments needed for an equitable interview process. Please send an email to disabilityandaccessibility@team.telstra.com if you require accessibility support.
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