Discovery Stores Team Leader at Discovery Limited

Key Purpose

• To serve as a Discovery Brand Ambassador and Sales Team Leader, embodying the core values of Discovery and demonstrating a strong capability to orchestrate exceptional customer experiences. Successful Sales Team Leaders are individuals who forge trust-based relationships, deliver world-class service, and consistently prioritize the best interests of our clients. The primary focus is on driving Discovery Bank sales and creating opportunities for Vitality Health Checks through targeted engagement with walk-in store clients, while also proactively seeking and capitalizing on these opportunities.

Areas of responsibility may include but not limited to

Team Leadership:

• Lead and inspire a team of sales and service consultants in our Western Cape stores.
• Provide guidance and support to team members in achieving individual and collective targets.
• Conduct regular team meetings to communicate goals, share updates, and address concerns.
• Foster a positive and collaborative team culture.

Sales Management:

• Develop and implement sales strategies to achieve revenue targets.
• Monitor and analyze sales performance metrics, identifying areas for improvement.
• Train and coach team members on effective sales techniques and product knowledge.
• Collaborate with the marketing department to align sales efforts with promotional activities.

Customer Service Excellence:

• Ensure exceptional customer service is provided at all times.
• Handle escalated customer issues and provide timely resolutions.
• Implement and maintain customer service standards and protocols.
• Gather customer feedback and use it to enhance service delivery.

Inventory Management:

• Oversee inventory levels and ensure products are adequately stocked.
• Implement procedures for accurate tracking and reporting of inventory.

Training and Development:

• Identify training needs within the team and develop relevant training programs.
• Conduct regular training sessions to enhance product knowledge and sales skills.
• Provide ongoing coaching to team members to improve performance.

Performance Monitoring and Reporting:

• Regularly assess individual and team performance against KPIs.
• Prepare and present performance reports to higher management.

Communication:

• Facilitate effective communication between team members and other departments.
• Act as a liaison between frontline staff and upper management.
• Communicate company goals and objectives to the team.

Compliance and Quality Assurance:

• Ensure adherence to company policies, procedures, and ethical standards.
• Implement quality assurance measures to maintain high service standards.
• Stay informed about industry regulations and compliance requirements.

Market Research:

• Stay updated on market trends, competitor activities, and customer preferences.
• Use market insights to adjust sales and service strategies accordingly.

Budget Management:

• Monitor expenses and ensure adherence to budgetary constraints.

Competencies

• Leadership
• Communication
• Sales Acumen
• Customer Focus
• Team Building
• Problem Solving
• Adaptability
• Decision Making
• Organizational Skills
• Emotional Intelligence
• Strategic Thinking
• Motivational Skills
• Conflict Resolution

Education and Experience

• 3 year undergraduate degree
• 2 to 3 years sales and client services team leader/management experience is essential
• Relevant financial services industry experience or qualification is advantageous
• Discovery Product Knowledge is advantageous