Store Manager

Role overview

This role leads the day-to-day running of a telecom franchise outlet in Dubai. The Store Manager is expected to steer sales results, guide and motivate the team, safeguard service quality, and ensure that store activities remain aligned with company rules as well as telecom-related regulations. A major part of the job is improving business performance, making store processes more efficient, and delivering a stronger customer experience.

Key responsibilities

• Drive sales of Etisalat offerings designed for businesses, institutions, government organizations, and Emirati customers.
• Explain plan details, pricing, and value propositions clearly to prospective customers.
• Look for ways to grow revenue through cross-selling and upselling related products and services.
• Deliver a high standard of customer care and resolve issues quickly and professionally.
• Track and improve service KPIs such as response time, resolution time, and customer satisfaction scores.
• Work with audit teams during internal and external audits and ensure adherence to applicable regulations.
• Support Telecommunications Regulatory Authority audits and maintain regulatory compliance.
• Participate in internal mystery shopping exercises to evaluate customer interaction quality.
• Oversee routine store operations and ensure smooth daily functioning.
• Coordinate the work of CSR and DM staff, including task allocation and roster planning.
• Monitor employee performance and follow up on ongoing work progress.
• Ensure store targets and KPIs are achieved against the defined benchmarks.
• Train team members so operations continue efficiently and without disruption.
• Make sure business objectives, deadlines, and performance expectations are consistently met.
• Handle compliance reporting on a daily and monthly basis in the required format.
• Ensure safe working practices and company procedures are followed by all employees.
• Set team targets, review performance, identify improvement areas, and provide on-the-job coaching.

Experience and education

The role calls for more than 3 years of experience in telecom or sales. A bachelor’s degree is required.

Skills and competencies

• Leadership and team supervision
• Telecom and retail sales operations
• Target-driven selling
• Customer relationship management
• Clear communication and interpersonal skills
• Coaching and performance oversight
• Store, inventory, and stock control
• Problem solving and sound judgment
• Knowledge of telecom products and offers
• Sales reporting and basic analysis
• CRM and Microsoft Office use
• Handling complaints and escalations
• Planning, organization, and time management
• Ability to stay effective under pressure

Compliance and workplace expectations

The position involves active cooperation with audit processes, regulatory checks, internal quality reviews, and formal reporting requirements. The employee is also expected to ensure that staff consistently follow company standards and safe work practices.