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The Role
Our Customer Experience Managers are seasoned retail veterans and naturally charismatic leaders. In this role, you will be responsible for collaborating with your Store leader to lead the recruitment, training, development and overall management of a dynamic store team that will help Tesla accelerate the world’s transition to sustainable transportation. You will be challenged to support your team through training, coaching, motivating and analyzing sales performance. You will be tasked with identifying events in the local market that will maximize Tesla’s brand exposure and create more Tesla owners. You will be measured and rewarded by your ability to achieve a cumulative store sales target, drive optimal team performance, and maintain store operations. To succeed at Tesla, you must be energetic, highly organized, and hard working. You should have a passion for sustainable energy and the ability to create exceptional customer experiences. While individual contributions will be recognized, teamwork is essential to achieve the highest level of success. We will reward team players who help others succeed and empower the team around them.
Responsibilities
Business Health
Collaborate with Store Manager for a shared understanding and vision of business needs and strategies
Demonstrate sales leadership by role playing and having an active selling presence on the floor 70% of the time
Train and develop team on sales and delivery processes
Analyze data and collaborate with Store Manager on business strategies and set goals
Coach and motivate team to meet assigned sales, delivery and productivity goals
Ensure team is fluent in all aspects of product knowledge
Proficient in Sales and Delivery Operations with strong collaboration with both Service and Operations leadership – Ability to oversee Delivery Operations during Manager on Duty Shifts
Meet and Exceed KPI, partner to achieve sales and delivery targets along with P&L requirements for location
Customer Experience
Responsible for ensuring all employees provide best in class customer experience for every customer
Manage customer escalations quickly and effectively
Empower and guide employees through challenging customer concerns, to make decisions in the customers’ best interest while also supporting Tesla’s mission
Demonstrate mastery of presenting, selling and delivering the entire Tesla ecosystem.
Employee Engagement
Recruit, train, and develop employees ensuring all positions are filled in a timely manner
Support, implement and provide follow-up for all training
Continually evaluate the performance of each employee and provide in the moment feedback to drive results
Ensure all employees adhere to Tesla policies and procedures
Address and resolve all people issues in a timely and effective manner, partnering with the Store Manager and Human Resources effectively
Brand Standards
Ensure facility maintenance and showroom presentation adhere to the brand standard
Control store expenses continually striving to reduce costs
Ensure all employees align with Tesla’s Dress Code and Grooming Guidelines
Requirements
Bachelor’s degree or equivalent work experience
2+ years applicable experience with proven track record to meet or exceed goals
Self-starting entrepreneur with exceptional management skills and great attention to detail
Ability to prioritize multiple projects and adhere to business-critical deadlines
Excellent written and verbal communication skills
Dedicated and ethical approach to sales and sales operations
Ability to develop collaborative relationships and act as a well-respected, trusted partner that others want to work with
Ability to work evenings and weekends in a retail environment
Ability to relocate as needed
Valid driver’s license in the country in which you are applying, 2-year minimum driving record required with a clean driving history
Ability to obtain appropriate state licensing, where applicable
Employee Benefits
- Full benefits from day 1 for you and your eligible dependents
- Medical plan options for Kaiser, Aetna PPO and HSA (including infertility and transgender coverage)
- 2 medical plans with $0 paycheck contribution
- Vision & dental plans (including orthodontic coverage)
- Healthcare and Dependent Care Flexible Spending Accounts
- Company Paid HSA Contribution when enrolled in the High Deductible Medical Plan with HSA
- Company paid Life, AD&D, short-term and long-term disability
- 401(k) match, Employee Stock Purchase Plans, and other financial benefits
- Employee Assistance Program, Sick and Vacation time (Flex Time for salary positions), and Paid Holidays
- Back-up childcare and employee discounts
- Voluntary plans such as critical illness, hospital indemnity, accident insurance, and pet insurance
- Voluntary Identity Theft and Legal Services plans
- Adoption and surrogacy benefits
