Torchora
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Key Responsibilities and Required Skills for Kiosk Manager

💰 $38,000 - $55,000

RetailManagementSalesCustomer Service

🎯 Role Definition

The Kiosk Manager serves as the on-site leader and brand ambassador, holding ultimate responsibility for the kiosk's day-to-day success. This is a hands-on role that blends sales leadership, operational expertise, and exceptional customer engagement. The Kiosk Manager is effectively the 'business owner' of their location, tasked with driving profitability, maintaining brand standards, managing inventory, and ensuring every customer has a positive and memorable interaction. Success in this position is measured by achieving sales targets, operational efficiency, and high levels of customer satisfaction.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Lead Sales Associate / Key Holder
  • Assistant Store Manager (small format retail)
  • High-Performing Retail Sales Professional

Advancement To:

  • Multi-Unit Manager / Area Manager
  • Store Manager (larger format)
  • Field Trainer / Retail Operations Specialist

Lateral Moves:

  • Visual Merchandiser
  • Corporate Retail Support Roles

Core Responsibilities

Primary Functions

  • Drive kiosk sales performance by proactively engaging with customers, identifying their needs, and recommending products to meet and exceed daily, weekly, and monthly sales targets.
  • Act as the primary brand ambassador, embodying the company's values and delivering a consistently premium customer experience that builds loyalty and repeat business.
  • Master and maintain comprehensive knowledge of all products, services, and promotions to confidently answer customer inquiries, perform effective demonstrations, and overcome objections.
  • Manage all cash handling responsibilities, including processing sales transactions accurately through the Point of Sale (POS) system, managing the cash drawer, and performing opening/closing financial procedures.
  • Oversee the entire inventory lifecycle for the kiosk, including receiving shipments, stocking merchandise, conducting regular cycle counts, and placing product orders to maintain optimal stock levels.
  • Implement and maintain visual merchandising standards to ensure the kiosk is consistently attractive, clean, organized, and compliant with brand directives and guidelines.
  • Proactively address and resolve customer issues and complaints with empathy and professionalism, escalating to senior management only when necessary.
  • Develop and execute local-level sales strategies, such as suggestive selling and up-selling techniques, to increase average transaction value (ATV) and units per transaction (UPT).
  • Train, coach, and motivate any part-time or seasonal staff, ensuring they are well-versed in product knowledge, sales techniques, and operational policies.
  • Create and manage staff schedules (if applicable) to ensure adequate coverage during peak traffic hours while adhering to labor budgets.
  • Analyze key performance indicators (KPIs) and sales reports to identify trends, pinpoint areas for improvement, and develop action plans to enhance kiosk performance.
  • Cultivate a strong, professional relationship with mall management and neighboring retailers to stay informed of center-wide events, promotions, and policies.
  • Execute all operational duties, including opening and closing the kiosk, ensuring all systems are functional, and maintaining a safe and secure environment.
  • Manage loss prevention by adhering to all security protocols, monitoring for potential theft, and ensuring assets like cash and inventory are properly secured.
  • Communicate effectively and regularly with the Area or Regional Manager, providing updates on sales, operations, staffing, and customer feedback.
  • Ensure the kiosk remains in compliance with all company policies, procedures, and operational standards as outlined in company manuals.
  • Handle the processing of returns, exchanges, and defective merchandise according to established company policies, ensuring a seamless customer experience.
  • Actively participate in and lead team meetings and training sessions to foster a collaborative and high-performance culture.
  • Maintain all kiosk equipment and technology, troubleshooting minor issues and reporting technical problems promptly to the appropriate support channels.
  • Gather customer feedback and observe market trends at the local level, providing valuable insights to the corporate marketing and product teams.
  • Uphold health and safety standards within the kiosk environment for both employees and customers, ensuring a clean and hazard-free space.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis from regional leadership to inform broader decisions.
  • Contribute to the organization's retail strategy and roadmap by providing on-the-ground feedback and insights.
  • Assist regional management with local market research, including competitor activity and customer feedback, to inform broader business strategies.
  • Participate in pilot programs for new products, technologies, or operational procedures, providing on-the-ground feedback for improvement.

Required Skills & Competencies

Hard Skills (Technical)

  • Point-of-Sale (POS) System Proficiency: Expertise in operating retail POS systems for transactions, returns, and reporting.
  • Cash Management & Reconciliation: Skilled in accurate cash handling, balancing cash drawers, and preparing bank deposits.
  • Inventory Control & Management: Experience with inventory software, conducting stock counts, and managing reorder processes.
  • Visual Merchandising: Ability to create and maintain appealing product displays that attract customers and drive sales.
  • Sales Reporting & KPI Analysis: Competence in reading and interpreting sales data (e.g., conversion rate, ATV, sales vs. target) to inform actions.
  • Microsoft Office Suite: Proficiency in using tools like Excel for reporting, Outlook for communication, and Word for documentation.

Soft Skills

  • Exceptional Customer Service: A genuine passion for helping people and creating a positive, welcoming environment.
  • Persuasive Communication & Salesmanship: The ability to engage customers, build rapport, and confidently close sales without being overly aggressive.
  • Leadership & Team Motivation: Capable of leading by example, coaching others, and fostering a positive and productive team spirit.
  • Problem-Solving & Decision-Making: Resourceful in handling unexpected issues, from customer complaints to operational glitches, with a calm and effective approach.
  • Time Management & Organization: Excellent organizational skills to manage multiple priorities—like serving customers, restocking, and administrative tasks—efficiently.
  • Resilience & Adaptability: The ability to thrive in a fast-paced environment, handle rejection, and adapt to changing promotions and customer traffic.
  • Self-Motivation & Proactivity: A "self-starter" mindset with the drive to achieve goals and take initiative without constant supervision.
  • Conflict Resolution: The skill to de-escalate tense situations with customers or staff and find mutually agreeable solutions.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Business Administration
  • Marketing
  • Retail Management

Experience Requirements

Typical Experience Range:

  • 2-5 years of progressive experience in a customer-facing retail, hospitality, or direct sales environment.

Preferred:

  • A minimum of 1-2 years in a retail leadership role such as Key Holder, Supervisor, or Assistant Manager, with demonstrated responsibility for opening/closing, cash handling, and driving sales.
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