TSN Shop Manager

Employment Type

Permanent

Closing Date

2 July 2026 11:59pm

Job Title

TSN Shop Manager

Job Summary

Lead and develop a team to achieve sales and high standards of customer service, and ensure in-store presentation standards and retail operational practices are maintained.

Job Description

We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work.

For you, that means a having career that grows with you, and working with a team powered by human connection that prioritises well-being and choice.

Here’s what you can expect from us

• Flexible working. Wherever you live, choose where, when, and how you work so you can be at your best.
• There when life happens. From Gender Affirmation Leave to Telstra’s Additional Leave Day, we give you time to spend away from work when you need it most.
• Pay for performance. We recognize outstanding contributions through our generous incentive programs.
• Parental Leave. A gender-equal policy for parents so you can choose how and when you take your leave (16 weeks full pay or 32 weeks half pay). Receive superannuation contributions on paid and unpaid parental leave.
• Unlimited learning. Level up your credentials with access to 17,000 learning programs. Learn ‘on the job’ and achieve university credits toward degrees and Master's programs.
• Global presence. With a global presence across 22 countries, there are many opportunities to work where we do business.
• Extra perks. Receive 25% off Telstra products and services, plus unlock exclusive discounts from over 240 brands and partners.
 

Make a Difference

The Store Manager at Telstra is responsible for leading the retail team, driving sales growth and ensuring exceptional customer experiences while fostering a supportive team culture..

Key Responsibilities

This is how you’ll bring the purpose of your role to life.

Strategic Leadership

• Execute business initiatives to meet and exceed store targets for each quarter of the financial year by setting and driving monthly sales, customer experience and operational targets

• Monitoring the store’s performance to achieve sales and customer experience targets, acting in conjunction with the store leadership team to drive change as necessary.

• Responsible for the store’s compliance against central operating standards and processes, managing performance as necessary to improve operational excellence.

• Analyse data and identify trends to provide business intelligence that enables the pro-active addressing of risks, the leveraging of new opportunities to increase revenue, the reduction of costs and the increase of store profitability through operational excellence.

• Develop and implementation of strategies to support exceptional compliance standards, and highly effective and accurate inventory management practices to minimise fraud, theft, or loss.

• Apply expert knowledge of in-store IT systems and successfully implement system and process changes that optimise operational functionality.

Operational

• Designing customer solutions and implement through coaching and use of support tools (coaching to CUE)

• Supporting the team to provide appropriate resolution of store level customer complaints

• Completion of operational tasks required to ensure the effective running of a Retail store – stock management, merchandising, repairs, administrative task completion)

• Achieve sales targets through outstanding coaching of customer service and the agreed customer sales model (e.g CUE)

• Drive optimised performance and experience outcomes through effective leadership

• Provide timely and accurate completion of daily banking and reconciliation processes, continuing to monitor compliance standards through regular auditing to achieve outstanding operational performance.

• Oversee the ordering, receipt and payment of office supplies.

• Workforce Management through effective rostering.

• Accurate receipt, dispatch and management of Inventor

People Leadership

• Coach Customer Advisors day-to-day for the delivery of sales, customer experience and compliance targets.

• Ensuring the team maximises sales opportunities, provides customer service in line with company standards, and maintains store cleanliness and presentation standards

• Manage the induction of new team members, all core and ongoing training.

• Lead the development and training of team members in IT Systems to support succession contingency planning to ensure the store consistently supported by excellent operational support.

• Identify skill gaps in within the team and provide targeted on-going coaching and development initiatives to improve operational capability and compliance standards for the store.

• Utilise coaching framework to support staff with skill gaps including Pulse coaching and Monthly Performance Reviews

• Embed and grow a thriving team culture based on Telstra’s values.

• Coach and develop future leaders and efforts in succession planning.

About you

To be successful in the role, you'll bring skills and experience in:

You have systems knowledge and proficiency in the following:

​Salesforce Console / Simplify – Advanced

• Managing customer accounts, service requests, sales opportunities and customer interactions

• Processing upgrades, recontracts, service changes and issue resolution activities

Telstra Point of Sale (POS) Systems – Advanced

• Processing new services, upgrades, recontracts, returns and account adjustments

• Ensuring accuracy, compliance and completion of all customer transactions

Customer Relationship Management (CRM) Systems – Advanced

• Accessing and updating customer profiles and account information

• Recording customer interactions, follow-ups and supporting customer issue resolution

Inventory and Stock Management Systems – Advanced

• Managing stock receipts, transfers, adjustments and stocktakes

• Supporting inventory accuracy, loss prevention and operational compliance

Workforce Management and Rostering Systems – Intermediate

• Creating and managing team rosters and labour allocation

• Monitoring attendance, workforce planning and resource optimisation

Learning and Accreditation Platforms – Intermediate

• Managing team training completion, compliance requirements and accreditation status

• Supporting onboarding and ongoing capability development

Reporting and Performance Dashboards (Power BI and operational reporting) – Intermediate

• Monitoring sales performance, customer experience and operational metrics

• Analysing business trends and identifying opportunities to improve store performance

NPS and Customer Feedback Platforms – Strong Understanding

• Reviewing customer feedback and satisfaction metrics

• Identifying improvement opportunities and coaching teams to enhance customer outcomes

Microsoft Office Suite (Excel, Outlook, Teams, PowerPoint) – Advanced

• Managing business communications, reporting, presentations and operational planning

• Supporting collaboration, performance tracking and stakeholder engagement

You have knowledge of relevant technologies, methodologies and tools such as:

• CRM systems and digital sales platforms used to support customer acquisition, retention and service delivery

• Queue management and customer flow tools used to optimise customer wait times and in-store experience

• Workforce planning and rostering systems used to manage labour allocation and operational coverage

• Data reporting and business intelligence tools used to analyse performance trends and inform decision making

• Retail sales frameworks and customer engagement methodologies used to drive commercial outcomes

• Inventory control and loss prevention processes used to maintain stock integrity and minimise risk

• Compliance management frameworks used to ensure adherence to company policies and regulatory requirements

• Coaching and performance management tools used to develop capability and improve team performance

Skills and Experience

• You have 3 years’ experience in a related retail roles, inclusive of leadership / management experience and a strong understanding of sales and customer service principles

• You have extensive experience with analysing data and identify trends to provide business intelligence

• You will have a passion for achieving sales targets and driving results through  energising a retail team to exceed sales targets and KPIs with demonstrated success

• You lead from the front and are able to influence and build rapport with a diverse and varied team

• You're able to resolve customer issues with your eyes closed and can put a creative spin on problem solving

• You're an excellent communicator who can motivate and develop a high performing team, inclusive of leading team members through change

• You have in depth knowledge and technical skills in relation to Telstra products and services

• You have in depth knowledge of Telstra in store IT systems You have excellence people management skills and experience in managing high performing teams.

• You have experience in successfully implementing system and process changes into a Telstra retail store

If you are passionate to succeed as part of an agile and experienced team, we welcome you to apply!
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We encourage applications from people of all abilities and backgrounds - including Aboriginal and Torres Strait Islander peoples, the LGBQTI+ community, linguistically diverse, and people living with disability. When you apply, you can choose to note the pronouns you use and /or any reasonable adjustments needed to take part equitably during the interview process. Visit
 www.telstra.com.au/careers/diversity-and-inclusion or email us at [email protected] noting your preferred method of contact

Recruitment Start Date:04/06/2026

Recruitment End Date: 02/07/2026

Remuneration Range: AUD $72,576 to $99,720