Discovery Stores Team Leader at Discovery Limited

Key Purpose

• We are seeking a dynamic Discovery Store Team Leader to serve as a Discovery Brand Ambassador and lead a high‑performing in‑store team. This role is ideal for a people‑centric leader with a strong commercial mindset who thrives on delivering exceptional customer experiences while driving sales and engagement.
• Successful candidates will embody Discovery’s values, inspire their teams through trust‑based leadership, and consistently deliver world‑class service that places client outcomes at the centre of every interaction.
• The core focus of this role is the leadership and performance management of Discovery’s face‑to‑face engagement channel for walk‑in clients. You will be responsible for creating an environment that proactively identifies opportunities, deepens client relationships, and maximises the value of in‑store interactions.

Key objectives include:

• Leading, coaching, and motivating a client service team to achieve service excellence and commercial outcomes
• Growing utilisation of Discovery Store services within the region
• Driving the uptake of Discovery Bank products through meaningful, needs‑based client engagement
• Creating and converting opportunities for Vitality Health Checks via targeted and proactive in‑store interactions
• Building strong relationships with internal and external stakeholders to expand the store’s regional impact
• This role is well‑suited to an experienced client service leader who enjoys being front‑of‑house, developing talent, and translating customer engagement into measurable business results.

Areas of responsibility may include but not limited to

Team Leadership:

• Lead and inspire a team of sales and service consultants.
• 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