Sr Manager, Retail Format - Experience

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This role must sit in one of our Corporate Office locations with a strong preference for Frisco, TX, or Bellevue, WA.

Job Overview

The Sr. Manager, Retail Formats will support format and portfolio strategies, roadmaps, and plans inclusive of physical, human, digital, and rotational programs across all format locations. He/she will support the introduction of best-in-retail experiences, services, and initiatives through production, planning, execution, and evaluation working cross functionally with field and support teams to ensure launches with excellence within timeline and budget.

The Sr. Manager, Retail Formats will evaluate performance against key sales, experience, and brand measures as defined in the format value proposition considering impacts at the experience, store, and market level, making data-based recommendations and evangelizing format needs in response to gaps in performance, process opportunities, or product necessities.

This role will serve a point of contact for leadership across field sales, support teams, and other related organizations, directly responsible for escalations and business impacting decision making, reporting directly to the Director Retail Formats.

Job Responsibilities:

• Format Strategy

The Sr. Manager, Retail Formats will demonstrate understanding of retail format and portfolio strategies as designed by Retail Experience Director and larger Retail Strategy & Excellence team. He/she will translate strategy into format specific priorities, create a holistic roadmap inclusive of physical, human, digital and rotational initiatives, and identify & interpret unique performance measures aligned to the format value proposition. Format-specific execution, experience knowledge, key business objectives, and a deep understanding of format performance trends will guide decision making.

• Planning & Execution

The Sr. Manager, Retail Formats will support and enable business strategies through production to format launch, execution, and evaluation. This operating model requires productive relationships with both internal teams. Internal partners include store design, visual merchandising, brand, systems, and field leadership teams, etc. This role will create and maintain a dynamic format roadmap reflecting planned seasonal campaigns, corporate and local events, rotational programming, and additional business priorities as necessary requiring strong competency balancing high visibility priorities, expert organizational skill, and ability to motivate and inspire internal and external partners to deliver upon commitments.

• Cross-Functional Partnerships

The Sr. Manager, Retail Formats serves as the point of contact for store leadership, headquarters support teams, and frontline correspondence. This role is directly responsible for responses and resolution to retail leadership inquiries, requiring executive communication skills, an ability to influence across all levels of the organization, strong business acumen, and executive relationship building.

In this role, the Sr. Manager, Retail Formats is the resource and advocate for field format leadership teams and is responsible for directing frontline escalations, inquiries, and feedback to appropriate support teams and leveraging/establishing relationships to ensure resolution, consideration, or process/policy change outcomes. This role requires a strong ability to challenge current processes and influence leaders cross functionally to elevate the in-store experience through powerful evidence-based recommendations.

Similarly, the Sr. Manager, Retail Formats serves as owner and expert to operations, support, representing the format in planning and steering sessions. This role will provide format specific recommendations (e.g. inventory, compensation, visual merchandising) based in firsthand knowledge of the intended format experiences (customer and frontline) as well as performance against key sales, experience, and operational metrics.

• Field Execution

The Sr. Manager, Retail Formats spends time in stores building relationships with frontline teams, collecting valuable experience and execution data through direct observation, inspection, and frontline dialogue.

He/she will ensure that the physical, human, and digital elements collectively serve the occasions that bring customers to the locations and create a best-in-retail customer experience that exceeds customer expectations.

Format Directors will also inspect format operations during visits ensuring excellence across all areas of operations; merchandising, inventory management, labor, cash handling, etc. This requires expert knowledge of operational processes and format-specific policies and procedures.

Format Directors will take immediate action as required, review with business owners (field and support teams) through executive summaries and quarterly business reviews and incorporate insights into format priorities and action plans.

Store visits will require travel, approximately 25% of the time.

• Measuring and Evaluating Performance Management

The Sr. Manager, Retail Formats will review a suite of sales, operations, and experience results at the experience, store and market level comparing outcomes against the defined value proposition for the format. This data will be available across dashboards, reporting, and insight platforms for review and analysis. This may include new sources of data based upon format specific experiences i.e. digital engagement or learning tools or format specific analytic capabilities i.e. video analytics or dwell time.

This role combines the data described above with direct observation and format feedback to distill insights for immediate review to identify positive experience drivers and/or customer experience, execution, and operational gaps which will require evidence-based recommendations. These insights may also inform long term planning, strategy, and decision making.

The Sr. Manager, Retail Formats will be responsible for the creation and distribution of format performance and insights summaries shared weekly, monthly, and quarterly to an audience of senior and executive leaders across the organization.

This role will create a cross functional culture of continuous evaluation and information sharing and will be instrumental in the building of test and learn capabilities (applicable by format).

• Education:

• Bachelor's Degree (Preferred)

• Master's/Advanced Degree (Preferred)

• Work Experience:

• 4-7 years Experience leading teams and driving results in a fast-paced, high-volume sales, wireless, technology, or similar industry, with progressively greater areas of responsibility. Experience in analysis, reporting , and business plan review with senior leadership across an organization, proving a high level of business acumen. (Required)

• Related experience: experience design, CX design, customer journey mapping, customer insights, brand, product teams, relationships with sponsorship, marketing teams, CSR, community outreach (Required)

• Experience in customer service, T-Mobile customer care systems, customer resolution, merchandising, and local programming (Preferred)

• Knowledge, Skills and Abilities:

• Communication Experience leading teams and driving results in a fast-paced, high-volume sales, wireless, technology, or similar industry, with progressively greater areas of responsibility. Experience in analysis, reporting , and business plan review with senior leadership across an organization, proving a high level of business acumen. Ability to Create Compelling Executive Summaries and Materials

(Required)

• Data Analysis Strong Data Analysis and Interpretation Skills (Required)

• Business Acumen Strong Retail and/or Wireless Business Acumen (Required)

• Retail Management Strong Retail and/or Wireless Business Acumen (Required)

• Executive Level Presentations Experience Delivering Executive Business Reviews (Preferred)

• Building Relationships Strong Cross-functional Relationship & Influence Skills (Required)

• Strategic Thinking Strategic Thinking and Results Focus (Required)

• Problem Solving Strategic Thinking and Results Focus (Required)

• Project Planning Planning, Scheduling, and Organizational Expertise (Required)

• Develop Unique Solutions Ability to Identify Improvements, Define Problems, Craft Recommendations. Ability to Lead Through Change and Ambiguity. Effectively Leading Teams, Delivering Results. (Required)

• Licenses and Certifications:

• At least 18 years of age

• Legally authorized to work in the United States

Travel:

Travel Required (Yes/No):Yes

DOT Regulated:

DOT Regulated Position (Yes/No):No

Safety Sensitive Position (Yes/No):No

Washington Pay Range : $177,300.00 - $239,900.00

The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range. At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant. For information about T-Mobile's amazing benefits, check out https://careers.t-mobile.com/culture-and-benefits/

Never stop growing!

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T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

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